But brands can’t deliver these personalised services – either in-store or online – if they don’t know enough about them. Brands need to know what motivates their customers and target audiences to make purchases, such as ethical or environmental factors.
Brands and retailers often fail on these fronts because, although they may have introduced Big Data & AI into their organisations, they aren’t able to use these powerful tools to their full effect. This is due to a number of factors, not least teams lacking data capabilities and departments failing to communicate with one another properly.
And sometimes organisations need to look outside their own four walls to find partners that can help them create the best possible experiences for consumers.
For instance, a start-up partner is more likely to have the agility to help your organisation experiment with and test new approaches to eCommerce-driven Omnichannel that could give you an edge in your market.
In conclusion – final recommendations
- Truly understand your consumers by continually mapping customer journeys and analysing consumer behaviours. These activities will help you smoothly navigate the world of eCommerce-driven Omnichannel.
- Expand your notion of eCommerce. See it as an opportunity to drive sales across multiple channels in a co-ordinated and multifunctional way.
- Create partnerships. Re-think the borders of competition and ask yourself: “Who could help me build better consumer experiences for my audience?”
eBusiness Institute can help organisations solve the issues outlined in these recommendations. If you would like to arrange a similar session to this one for your organisation, please get in touch.
This article was written and created by the eBusiness Institute team.
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