Omnichannel is a term that you will hear bandied about a good bit in the world of eCommerce. What the heck is OmniChannel anyway. Well, it has a pretty easy explanation.
OmniChannel is the idea of selling your products or services in as many ways as possible. Add to this concept the idea that your customer’s experience should be the same regardless of how they end up at your business.
Let’s break it down a little with an example. For the sake of argument, let’s pretend we are running a retail store.
You have the brick and mortar thing down. You have been running a tradition retail business for a long time. You have a costumer loyalty program, you have sales that happen at certain times of the years, and you have rules and regulation around returns in your store and how those happen and when they happen.
You don’t have a website that allows your customers to buy… you are not leveraging that side of your business at all.
Turn on that eCommerce channel! Start selling products on your website. And at the same time, spend the money to allow your loyal customers to earn those loyalty points, make your sales match up (though an online only sale is never a bad idea), and make the policies online the same as they are in your store.
Create an experience for your customers that allows them to find you how THEY want to. This is OmniChannel, in a nutshell.
Here is a very concise definition from Google:
denoting or relating to a type of retail that integrates the different methods of shopping available to consumers (e.g., online, in a physical store, or by phone).“80 percent of sales for omnichannel retailers happen in the offline world”