Tips to Build A Brilliant Omni-Channel Experience

        Considering the IT and mass customization production system in the present; it is noticed that these industries are getting success as helping various companies to get maximum profitability. In 2016 the net retail e-commerce sales were $2 trillion; however, it is also expected to be double by 2020. The e-commerce segment is getting success since the past twenty years and it is used nowadays as the implausible tool for companies. The traditional retail industry is expecting to develop the standard products with the online 3D configurator in 2019 by accessing the individual customers’ needs and therefore maintains the scalable sales platform on the E-Commerce platform. At the moment, the traditional retail industry uses the static image since it is considered as an affordable technology for the industry. However, even though the online 3D configurator is expected to support the retail industry, but still, due to the expensive cost, many companies that function in the retail industry have to really figure about this thoroughly. The reason is that 3d configuration cannot be sold at competitive prices due to high-end clients are not considered as a price sensitive.

        It is a fact that mass production was the major happening of the 20th century and it is expected that mass customization would be the future of business, especially e-commerce because it has a close relationship with the business. E-Commerce has gained so much space in the life of customers and their buying habits have been changed due to various beneficial factors, as e-commerce is very convenient for them. The other beauty of e-commerce is that it is an easy and fast system for buying products, and it consumes less time as compared to in-store shopping. The benefits of e-commerce will be more dominating in the future and every business company will have to rely on this business process because customers’ interest is increasing with the passage of time. The other great thing about e-commerce is providing mass customization.

           There was a time when customization was not considered by businesses, and universal products and services were provided to customers, and everyone was satisfied with this system because there was no other option. But things have quickly changed with the essence of technology. The business organizations started to realize that mass customization with the help of e-commerce is becoming a new business technique, which is allowing companies to develop a better relationship with customers. Mass customization has allowed customers to get products and services on their choice, and this has increased the level of customer satisfaction. The customers are becoming more interested in the personalized and customized product, and this trend is likely to increase in the future as well. The mass customization can also be helpful in reducing costs both for organizations and customers.

5 Tips to Build Brilliant Omni-Channel Experiences

            The advancement of technology will be more integrated into the lives of customers. The technology is getting more and more space in our lives, and this relationship with technology will continue to increase. It is important to understand that with this increasing role of technology in the business, the role of Omni-channel experience will be crucial in so many ways. It is a multi-channel approach for the customers to provide them a great shopping experience on multi-platforms like shopping through e-commerce or brick and mortar stores. The e-commerce businesses have to understand that Omni-channel experience will be crucial for the future success of the business, and e-commerce businesses will need the essence of Omni-channel experience. We are providing five tips to build best Omni-channel experience so that businesses can benefit from it as much as possible;

Tip 1: Tip to Build A Brilliant Omni-Channel Experience

            The e-commerce business has to understand that what customer thinks, and the first tip for them is to think the way customers think. They need to understand that what is perceived and expected by the customers, and how they should meet those expectations. The beauty of Omni-channel experience is that it can help in shaping this relationship between businesses and customers, as a multichannel approach can be easily adopted. The experience of customers is not only simplified but streamlined as well with the help of Omni-channel experience. An omnichannel approach streamlines and make simpler the customer experience to guarantee satisfaction, progress customer preservation, and shield current income streams. Antonella Pisani as an Official Coupon Code CEO, states, “The key to adopting a successful omnichannel strategy is to think like a customer instead of as an employee. While companies think in terms of channels and may have various P&Ls set up for their business units, customers just want an easy shopping experience.” (chargebacks911.com)

Tip 2: Tip to Build A Brilliant Omni-Channel Experience

            The second tip for e-commerce businesses is that they need to locate their potential customers. They need to identify where their potential customers are, and what is their preference regarding certain products and services. For this purpose, businesses will have to do a lot of research so that they can collect informative and reliable data for making future decisions. The good thing about this research is that businesses are able to develop a roadmap that how they will proceed with the complete journey of customers. Moreover, they can anticipate more about their customers with the help of this useful data. The gathering and analysis of this data will make it conceivable to create a thorough map of the customer trip. Martin Brown from FM Outsource proposes applying the monitoring devices to trail various indicators as well as the business segment, the demographics of the customer, and also both direct and indirect brand or product mentions as well (chargebacks911.com).

Tip 3: Tip to Build A Brilliant Omni-Channel Experience

            It is true that a multi-channel approach with the help of Omni-channel experience can be a handful in so many ways, but still, companies should understand that all channels will not always be profitable for them. To avoid any bad situation, they must assess and analyze demand so that an appropriate plan can be developed with the right approach. It was mentioned earlier that research about customers is crucial, and this research will also be important in this step as well because businesses will know that what is required by customers and on which channels. It means that they can avoid wasting time and resources on those channels which are less beneficial and effective. Jessica Thiele as a Virtual Logistic applies the ‘plug-and-play’ addition devices that come ordinary with numbers of platforms in e-commerce as a sample. The reason is due to these devices aren’t developed to scale immediately, instead, they are able to prove unpredictable when big demands appear. As she states that, “Using a plug-and-play integration app is fine while you're small, but have a succession plan to a more robust integration solution for when you start to scale and add more channels.” (chargebacks911.com)

Tip 4: Tip to Build A Brilliant Omni-Channel Experience

            The integration of multichannel is certainly vital for providing better customer experience, but businesses should realize that their multichannel must coordinate with each other so that objectives can be served accordingly. The essence of Omni-channel experience requires integration and coordination between channels so that it is known that what approach is taken by all channels and if there is any major difference in approach, then it should be mitigated accordingly. One example of this strategy can be to allow customers to return a faulty product to a physical store of the company, whereas a product was purchased online. If both channels will not coordinate, then it can be frustrating for customers. But if this facility is was given to customers, then the level of customer satisfaction can be extremely high. The customers would think that they are valued by the business organization, making them more loyal. The core of the strategy is that every single channel is alert of the other, allowing customer communications to transfer flawlessly. Antonella Pisani as the CEO of Official Coupon Code said, “I still see large retailers who won't allow a customer to return a product purchased online in one of their stores. This is extremely frustrating for customers and could be addressed with a policy change and ensuring that store associates aren't penalized for returns.”  (chargebacks911.com)

Tip 5: Tip to Build A Brilliant Omni-Channel Experience

            The businesses should also understand that there may be strengths and weaknesses of each channel in the Omni-channel experience. So, it is vital for them to what strengths are posed by each channel so that they can work on those strengths, and provide great customer experience to the relevant customer base. Each channel should be analyzed with its individual elements, and they should be adjusted according to the needs of customers. For instance, Instagram and Pinterest are deeply visual, while Facebook and Twitter do best with a brief mixture of text and pictures or videos (chargebacks911.com).

            The above five tips or methods can be great for developing a successful Omni-channel experience. However, it is important to keep in mind that developing Omni-channel experience is not an easy thing and process can be complex, but if things are done properly, and the process is managed well, then there is no reason to stop businesses to develop a successful Omni-channel experience.

The Case Study of Baume Tip to Build A Brilliant Omni-Channel Experience

            It is critical to know with real-world examples and case studies that how businesses successfully implemented Omni-channel experience and gained success with the passage of time. This case study of Baume is very informative especially for businesses with luxury items. The company from Switzerland named Baume et Mercier started its online platform for selling customized watches to customers with the brand name Baume. The company was quick to realize that if they want to capture the attention for its watches business, then they will have to come up with a different business strategy so that they can capture the attention of customers. They realized that online buying channels are getting popular amongst customers so they decided to start a dedicated e-commerce website to sell customized watches. They did not focus on any particular age group for these customized watches, rather they focused on targeting the mindset of customers.

        The company uses an online configurator and almost 200 permutations are provided by this configurator. The customers are given a choice to use a case of 41mm or 45mm, and after that, they can choose other movements and components for creating a unique and customized design for their watches. It gives a great level of satisfaction to customers that they have designed a watch, which they wanted to have, rather choosing from already manufactured watches. So, with the help of configurator and other relevant 3D tools, the company has been gaining more attention from watch lovers. By choosing the series of “Custome Timepiece, the customers are allowed to create a watch that is completely theirs. There are about 2,000 various versions available to support this feature (Tan-Gillies).

What We Can Deliver?

            The importance of Omni-channel experience has been described above in detail, which shows that various business industries including e-commerce business can take lots of benefits from developing Omni-channel experience in the mass customization system.

We are here to support the company which needs help in developing Omni-channel experience. We have a 3D configuring technology to support e-commerce clients, especially those in the luxury industry, to offer customization services to their own clients. Currently, we are working with Baume, Guerlain, Kenzo, Nestlé, Schmidt, Baccarat, etc.

Following features are provided by our company are:

The advent of 3D printing

Online 3D bike configurator

3D shoes of Prey’s website

Exporting CNC data through the online 3D configurator

Flexible 3D configurator offering virtually endless options for shelves tailored

Awareness in architecture and generative design field

3D Parametric Modeling