7 Steps To Connect With Customers Across Multi-channel Retail

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• 7 Steps to Succeed in
• Multi-Channel Retail

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• Step 1

Establish Presence Across Channels to Enable
Continuity of Experience
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Thats because
Two-thirds (about 67) of online shoppers made
purchases involving multiple channels in the past
six months - Zendesk
Source http//d16cvnquvjw7pr.cloudfront.net/resou
rces/whitepapers/Omnichannel-Customer-Service-Gap.
pdf
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Step 2
Create Every App, Digital Tool and Shopping Venue
to Serve as a Fulfilment Point for Customers
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Thats because
In the study of 46,000 shoppers, 73 of them used
multiple channels during their shopping journey
to fulfill their retailing needs Harvard
Business Review
Source https//hbr.org/2017/01/a-study-of-46000-s
hoppers-shows-that-omnichannel-retailing-works
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Step 3
Centralize and Consolidate all your Marketing and
Technical Product Information
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Thats because
A multi-country survey found that 74 of
businesses increased their sales with a
multi-channel strategy - SAP
Source https//news.sap.com/sap-survey-finds-new-
opportunities-omnichannel-consumer-products-compan
ies/
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Step 4
Adapt all Applicable Cutting-Edge Technology to
Cater to Customers in Real Time
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Thats because
By 2020, customers will manage 85 of their
relationship with an enterprise, without human
interaction - Gartner
Source http//www.gartner.com/imagesrv/summits/do
cs/na/customer-360/C360_2011_brochure_FINAL.pdf
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Step 5
Place Special Emphasis on Customer Interaction at
Every Touch Points
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Thats because
Out of 300 organizations surveyed, 85 support
multi-channel customer interactions - Deloitte
Source https//www2.deloitte.com/content/dam/Delo
itte/us/Documents/process-and-operations/us-sdt-co
nsulting-2013-global-contact-survey-051513.pdf
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Step 6
Put Your Customers First. Create Rich Digital
Experience for all Output Channels Simultaneously
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Thats because
58 of customers get frustrated with inconsistent
experiences from channel to channel Accenture
Source https//www.accenture.com/t20150523T052453
__w__/gr-en/_acnmedia/Accenture/Conversion-Assets/
DotCom/Documents/Global/PDF/Strategy_3/Accenture-G
lobal-Consumer-Pulse-Research-Study-2013-Key-Findi
ngs.pdf
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Step 7
Develop Long-term Customer Relationships Through
Seamless Consistency
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Thats because
Shoppers who buy on multiple channels have a 30
higher lifetime value than those who shop using
only one channel Google
Source https//www.thinkwithgoogle.com/marketing-
resources/omnichannel/omni-channel-shoppers-an-eme
rging-retail-reality/
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To Sum Up

• Reaching consumers at all touchpoints, is the
  need of the hour.
• High quality, consolidated, and centralized data
  is pivotal to a unified shopping experience.
• Theres no better way to achieve customer
  loyalty, than via multi-channel retail.

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