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An Introduction to an Omnichannel Customer Journey

Omnichannel Customer Journey

This is the first post of the series. that will take a deep-dive into the concept of providing consumers with an omnichannel customer journey. by leveraging current technology.

There can be no doubt that in the last decade, technologies such as affordable mobile internet and smartphones, have entirely changed the landscape of the retail sector. Consumers now expect every retail company, no matter the size, to deploy an effective omnichannel sales platform. So that they can shop and make purchases across any device, at any time. Thus, this means that even small retail companies need to consider app development, to provide a unified sales platform to its customers.

What Does Omnichannel Mean?

The idea of an omnichannel customer journey is to encapsulate the entire range of potential touchpoints a company has with its customers. All into a single, unified, completely cross-channel platform. This includes marketing, pre-sales, sales and customer support.
When done correctly, an omnichannel customer journey empowers the customer. So that it becomes easier to pick up their relationship with the can be across any device they wish. So, for example, if the customer viewed certain items on the company website, and later uses the company’s mobile app, those same items would be listed in the product viewing history.

Similarly, if a customer adds items to their shopping basket, but does not complete the purchase. Then this shopping basket needs to retain the items across devices and applications. This, of course, means that every retail company will eventually have to consider enterprise mobile development, to provide them with a custom-built app, enabling full omnichannel sales.

What Benefits Does Omnichannel Give?

Developing an omnichannel platform offers some clear benefits to any retail company, and these included:
Improved marketing through the ability to personalise product/service offerings.
Higher sales conversion rates, due to providing a streamlined buying process.
Better customer satisfaction, which will lower customer churn rate and increase word of mouth sales.
Lowered costs of sales, through a reduction in the need to perform overlapping sales tasks for each separate sales channel.
These would be just a few of the benefits of developing an omnichannel customer journey. The low hanging fruit if you were, that any retail business can expect to see. Then there are many more.

How to Get Started with Omnichannel

We have already mentioned that app development would need to be a part of any omnichannel project. Mobile sales is a must for any retail enterprise. But there is also a need to make changes to business processes. And to some extent, encourage a change in corporate culture to become more customer-centric. The next few posts in this series will look at how to develop and deploy the technology. To enable an omnichannel customer journey in more detail.

TechTIQ can provide mobile app development London business can trust. We assist business of all sizes to embrace mobile digital as a channel for sales, marketing and customer support. Put simply, we build premium mobile applications and websites that will help to unlock your company’s potential.


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Chris Peter Kimera is the co-founder of TechTIQ Solutions, a software development agency in London. Chris is very passionate about building highly effective outsourced product development teams that build game-changing solutions


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