Let’s take an example of you throwing a birthday party for your best friend. You want to invite everyone, but you know that everybody uses different things nowadays. If some of your tech-savvy friends are too busy to text, you will send them an email for the invite. For your closest friends, you would call them on the phone directly because they prefer to talk on one. And for the rest of the clan, you could create a Facebook event so the crowd is big on your friend’s party. So, you didnt use a single invitation method, right? You thought of different channels to reach everyone for the party.
That’s exactly what omnichannel is. Omnichannel uses as many channels as possible, both online and offline, to tell the customers about what they are doing and guide them to a good experience. By the way, it’s not a new strategy that’s just been around for a while. It’s something that a lot of leading businesses are adapting and you might not even know it. Here are some examples of the omnichannel experiences that popular companies are creating for their customers!
What is Omni-Channel?
Omni-Channel is like having all the doors open for customers to connect with a business, making their experience super smooth. It’s about breaking down the walls between different ways people interact, whether it’s in a store, on a website, or through a mobile app. Do you ever go to an online clothing store and like this jacket but when you go into their physical store to buy it, they don’t have it? How frustrating is this? With Omni-Channel, you can easily go from the website to the store without missing a beat.
Let’s say you browse a clothing store’s website and add a pair of jeans to your online cart. Instead of feeling lost when you step into the physical store, the staff knows about your choice and can help you try on those exact jeans. It’s like magic! This strategy makes sure your experience stays awesome, whether you’re scrolling on your phone, chatting on social media, or shopping in-store.
Omni channel is not the average marketing strategy that you mentioned in your presentation during the boardroom meeting and then forgot about it. It’s a brilliant mechanism that actually seems to work for businesses. In fact, Softtek suggests that on average, companies that have adopted the omnichannel strategies on every single process related to their customer were able to retain 89% of them. Almost all of the customers appreciated these strategies and decided to stick with that particular brand.
Here are some more reasons why your business needs to adapt this strategy too:
Connect with Customers Everywhere
Think of Omni-Channel as having multiple doors to your shop. It means customers can come in through the online door, the mobile app door, or the physical store door. But the whole point is that no matter what door they enter, they always get the product or service they are looking for and don’t turn back frustrated and angry. It’s about being where your customers are, whether they’re searching on their computer, scrolling through their phone, or checking out products in person.
Smooth Shopping Experience
Ever tried to switch from online shopping to in-store and felt like you’re starting all over again? Omni-Channel is like a magic bridge that connects these different worlds. When you add something to your online shopping cart, the store knows about it. Now you can continue your grocery shopping exactly from the point where you left the list.
Personalized Service
Imagine going to your favorite restaurant, and they already know your usual order. That’s what Omni-Channel does for businesses. It gathers information about how you shop online, and what you like, and improves the whole experience. How does this help? Well, the next time you visit the business through one of the doors, you will find small things that are made only for you. Like a discount because you shopped with them last time or a thank you email for supporting a small business. So, whether you’re online, on your phone, or in the store, it feels like the business knows you personally.
Build Customer Loyalty
Omni-Channel is like building a friendship with your customers. By giving them a good time with your business every moment they visit you, they’re more likely to stick around. It’s like having a reliable friend – when customers know they can count on your business, they’ll keep coming back. It’s all about building trust and loyalty.
15 of the Best Omni-Channel Examples from Popular Brands
Here are some of the most popular brands that got their omni-channel strategies done right and got the results too.
Target
Target got pretty clever by teaming up with Pinterest to make shopping super easy. They added Pinterest’s Lens to their app, allowing customers to snap a photo of something they like, and the Target app shows them a similar item they can buy. Imagine seeing a cool lamp at a friend’s place, taking a quick pic, and finding it on Target’s app – that’s how simple it is. This partnership made shopping so good for people, and Target even bumped up its sales by almost 10%. All because of this smart move.
If you’re a business wanting to grow, teaming up with Pinterest can be a game-changer, especially if your other social media channels haven’t been doing the trick.
Sephora
Sephora is like the maestro of makeup marketing, landing on many “best” lists for a reason. Walk into their store, and you’re in for a treat – beauty tips, friendly staff, makeovers, and a shelf full of products to try. But here’s the cool part – they bring that same awesome vibe online. W
ith your Beauty Bag account, you can track what you bought (no more lipstick color mysteries!), scan items while you’re in the store, check out tutorials, and even make a wishlist. This blend of in-store charm and online smarts worked like magic, helping Sephora double its mobile orders by around 100%. It’s like makeup shopping, upgraded.
Bank of America
Who said omnichannel was all about retailers or popular makeup brands? Even banks are trying this strategy now! Bank of America is proving that omnichannel isn’t just for online shops – it’s a game-changer for banks too. It’s all about making life smoother for customers, whether they’re making a transaction in the bank, doing it online, or pulling cash from an ATM. BOA has been at this for a while.
They even offer free Wi-Fi in branches so you can keep banking while you wait or hand out tablets if you’re chatting with a bank manager. But here’s where they kicked it up a notch – introducing the ‘Robo-branch.’ Now, instead of waiting in line, you can spill your banking concerns to a friendly machine. It’s like talking to a teller, but quicker. The best part? The whole experience is just as good as if you were chatting with a human. Some might say it was even better cause no coffee breath!
Disney
Nobody expected Disney to amp up their marketing game with omnichannel, and yet, here we are. Tell me one thing, as a parent, whenever you visit Disneyland with your kids. Do you ever get bored with all the kid’s stuff, dolls, princesses, and adventures? No, because Disney has made sure that even the parents have fun and don’t get bored on the trip. This also keeps the families coming back for more.
The My Disney Experience tool lets you plan every bit of your trip, and once you’re in the park, their app becomes your magic wand. It tells you which rides to hit and how long you’ll wait. But here’s the cool part – the MagicBand. This little wristband not only unlocks your hotel room but also gets you into the park, lets you jump long lines, takes photos, and even lets you grab snacks without reaching for your wallet.
Neiman Marcus
Neiman Marcus, the fancy clothing store, really knows how to make shopping a personal delight. They spent a whopping $200 million perfecting their omnichannel strategy and even bagged an award for it. Here’s the cool part – when you visit their website, it checks where you are (not in a creepy way) and guides you to the nearest store. You have your own assistant who tells you what color suits you best or maybe the sales associate from Hermes who tells you which Birkin you can splurge on.
But wait, there’s more. Neiman Marcus remembers your preferences – your size, what you’ve searched for before – all of it. This means when you’re eyeing something online, they show you what’s available in the store nearby. No wonder they’re winning awards for this, they have created shopping that’s made literally for us only.
Apple
Check your phone. Now check your watch. Now go ahead and take a look at your laptop. And finally, see what you listen to music out of. Did you find Apple products in one or more of these places? Well, there you go, you were the result of Apple’s omnichannel strategies. When you’re checking out their stuff online, Apple uses this subtle trick called geotargeting to show you details of the closest Apple stores – pictures, addresses, and all. It’s like they’re saying, “Hey, your local store is right around the corner, and we’ve got all the info you need.”
And get this – when you’re eyeing a new phone or want to upgrade your iPhone model, they give you options. Want it ASAP? No worries at all, buy online and pick it up in-store or curbside. Prefer the lazy way? No problem, they’ll deliver it to your doorstep and even tell you when to expect it based on your zip code. Plus, if you’re not ready to hit the buy button, Apple suggests adding it to your wishlist for later. Every step of the way, Apple is not leaving the customers alone for a second even after they’ve made the purchase.
MOSH
MOSH might seem like a regular food company that sells bars that make your brain happy, but they have some pretty cool strategies in place. Head to their website, and you’ll learn not only about the brain-boosting perks of their snacks but also about their heart – they donate a chunk of profits for Alzheimer’s research. So every time you buy a snack from them, you know you’re a part of something good.
But MOSH isn’t just online; they’re everywhere you are. Whether you’re browsing their website, checking them out on Amazon, scrolling through social media, or getting updates in your inbox, they’re there. They want people to think the same thing about their brand, and that’s why you see them popping up everywhere to tell you how good the bars are.
Even on Amazon, they describe their bars with the same care you’d find on their website – made by experts for your brain’s delight.
Warby Parker
Warby Parker, the eyewear sensation, has cracked the code to Direct-to-Consumer (DTC) success. The results? Well, they’re raking in a whopping $534 million in consumer sales annually. And what’s the secret sauce? An omnichannel experience that makes shopping for a simple thing like eyewear an otherworldly thing that wows everyone.
First up, they came out with a super handy mobile app. Get this: you can virtually try on different frames at home using augmented reality or, even cooler, get a free frame trial. And wait, it gets better – they offer a virtual vision test.
Now, when you’ve found the perfect frames and prescription, Warby Parker gives you choices. You can either hop onto their online store for a quick checkout or take a stroll to one of their 170+ brick-and-mortar stores across North America. It’s like they’re saying, “However you want to shop, we’re right here with you.” They’re making sure you have a clear vision – literally and figuratively – in every way possible.
Best Buy
Is the toaster fried again? Or maybe you’re thinking of upgrading your PC gaming setup again. If shopping at Best Buy automatically came to your mind then you know how much their campaign has worked. They’ve created a user-friendly app that’s not just easy to navigate but also keeps things tidy and relevant. And the shopping cart button is always in front of your eyes at the top so you can click on it whenever you’re done browsing.
Setting your preferred store? Piece of cake. The app lets you pin your location, or if you’re feeling fickle, you can switch stores with a simple tap. Now, here’s where it gets interesting – checkout options. Best Buy gets it; you might want to swing by and pick up your new tech supplies with curbside pickup or toss them in the cart for a classic delivery.
But hold on, there’s more. Best Buy’s app lets you be a tech detective. Found something you love, but it’s not at your store? No problem. You can track it down at a different store and either get it shipped to your chosen store or snag it right away from the available stock.
CVS
CVS is the only spot we head to whenever we have a sore throat or need some medicines. But the pharmaceutical brand has upped its game with a super handy app that brings convenience to your fingertips. Need to keep tabs on your prescriptions? No worries. The app shows which ones are on auto-renewal and ready for pickup. And guess what? You can even schedule a delivery – talk about a game-changer.
CVS gives you a clean and clear view of your loyalty rewards. You can easily check out what deals are up for grabs that week, and with just a tap, you can add them to your loyalty account. Whether you’re at the live checkout or going for the self-checkout kiosk, your deals are ready to roll. Any CVS location lets you print out those sweet loyalty program coupons right at the kiosk.
Walgreens
Following closely behind CVS in the omnichannel game is Walgreens, another drugstore giant. Their mobile app is like a pharmacy assistant in your pocket, making life a tad easier. Ever forgotten to refill your prescription? No problem. With Walgreens’ app, you just scan the barcode on your medication with your smartphone, and voila – it’s on its way.
Walgreens knows you might want to dig into your prescription history or switch up your pick-up spot. So, they made it happen. All your prescription info is at your fingertips, and changing pick-up locations or setting a pick-up time is easy. It might not feel like a lot but think about the fact that pharmaceutical companies don’t have to ‘sell’ their services because you will eventually get medicine from them whenever you need it.
DSW
Need shoes for a party? Or maybe a designer handbag to have one for the office. You will find all of this at DSW. And their app brings the best deals and all the products in one place.
The app mirrors the in-store feel with a well-organized and user-friendly setup. DSW doesn’t just sell; they make it a journey. Coupons? Right there, reminding you that those shoes are waiting for you. If you’re shopping in-store, you can go for the self-checkout option.
Ulta
Every time you go shopping you love to head to an Ulta Beauty store for their salon services and get glammed up. But you know what’s happening during the whole process? Ulta has a very smart strategy of pulling customers into their store using their salon services. And this is not just talk, the company even saw a whopping 18% increase in sales because of how they designed their stores. And their apps are saying the same thing. Picture this: live demos, makeup stylists, and an online beauty assistant giving makeup tips.
No more messy testers; just snap a pic with your phone, and voila – see how that bronzer or lip gloss will slay on you before you buy it.
Verizon
Verizon, the phone carrier that often stirs mixed feelings, seems to have found the sweet spot between online and offline. At least according to one satisfied customer, you! Whether you’re browsing in the store or tapping away on the app, Verizon seems to have nailed the omnichannel game.
In-store, you’ve had great service without feeling the pressure to buy unnecessary add-ons – a rare and appreciated thing because nobody wants to be peer pressured into buying something. Now, onto the app – helpful and easy. From managing and ordering devices, chatting with the help desk, and snagging deals, to making changes to your account like Auto Pay, you have everything at your fingertips.
Starbucks
Guess who’s serving more than just coffee now? It’s Starbucks! Starbucks, the coffee giant, has brewed up some pretty smart omnichannel strategies. These are made to bring in new coffee lovers on board and make sure that the old ones keep enjoying their pumpkin iced lattes. They’ve integrated their physical stores, website, and mobile app. What does this mean? Well, now you can order your favorite coffee online and go pick it up at the store.
