With the development of the new digital technologies and e-commerce industry, the distinction between physical and online shopping is disappearing fast, which gives way to a seamless “omnichannel” customer experience.
The new omnichannel consumer connects with brands through different channels such as websites, in-store, mobile apps and call centers, etc. They visit the physical shop, receive promotion coupons via e-mail marketing campaigns, search for information on Google, and actively interact with the brand’s social networks.
Many marketers have already reacted to the advent of the “omnichannel” approach through turning their multichannel strategies into omnichannel strategies by connecting all their touchpoints and ensuring a smooth transition between online and offline to deliver a truly unique experience across all touchpoints.