The “Omni-Channel” Retail Experience – 10 Tips for Retailers to Consider

Today’s consumer is extremely experienced when it comes to shopping in traditional and virtual channels. Equipped with the latest technology and always connected, the consumer expects exceptional service, value and choice of product. With the transfer of power from the retailer to the consumer it’s imperative for retailers to provide an “Omni-channel” retail experience for its customers.

Here are several tips retailers must take into account when developing strategies for meeting these new consumer expectations.

1. It’s imperative to offer a seamless experience across each channel, whether brick & mortar, online, mobile or social.
2. Make sure to offer store returns for online purchases as customers want convenience and consistency of service across each touch point.
3. Offer detailed product information, such as product levels, availability and location.
4. On the hunt for the best deals and armed with mobile devices, comparative shopping is at the consumer’s fingertips – make sure you are aware of what your competitor’s prices and promotions are.
5. Recognize the latest trends and purchasing patterns so that you can evaluate what styles, brands and assortments are working for your store.
6. Understand your core audience and identify their patterns so that you can offer exactly what they are looking for.
7. “WOW” your customer and offer an in-store experience that will keep them coming back, whether it’s in your merchandising, staff friendliness & knowledge or in store promotions.
8. Reach new and existing customers anytime/anywhere by engaging in a mobile marketing campaign.
9. Consumers live in the “now” and expect immediate answers – make sure to equip your staff with in-store technology that will aid in locating items, stock and size availability.
10. The best way to keep your customers coming back is to give them a reason to.  Offer some sort of reward such as a discount towards their next purchase or a contest entry.

Providing the best possible service for your clients is imperative and to support their demands you must consider investing in a cross-channel retail management solution that would provide end-to-end control over your entire retail business, from point of sale to merchandising to web order fulfillment all the way through to financials.  With a solid system in place you will be able to obtain clear, concise and actionable information so that you can track, manage and improve efficiencies throughout your entire retail business and ultimately offer a true “Omni-Channel” retail experience.