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Omnichannel Strategies Are Essential for Creating Amazing Customer Experiences. Here’s Why.

27 Mar 2024

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Creating amazing customer experiences is a top priority for visionary business owners and directors in Egypt, Saudi Arabia and throughout the region.

Marketing Directors are also focused on results-driven digital transformation, and omnichannel marketing is the strategy they rely on.

But what are “omnichannel” strategies and what do they have to do with creating customer experiences that drive word-of-mouth referrals and repeat business?

Understanding Omnichannel Strategies

An omnichannel approach integrates various channels seamlessly to provide customers with a unified and consistent experience. In the MENA region, where consumer expectations and e-commerce are on the rise, adopting omnichannel strategies is not just a choice but a necessity for staying competitive in 2024 and beyond.

Here’s an example of how it works:

While scrolling on Facebook, a user sees a Bluetooth speaker that looks interesting. He clicks on the brand’s post and lands on a product page on the retailer’s website. Impulsively, he adds the speaker to the online shopping cart.

But before he completes the purchase, he goes back to Facebook and forgets about the item. Who can blame him? There are a lot of distractions on social media, after all.

But the next day, he sees another ad for the speaker (via a retargeting ad ) and revisits the brand’s website to compare the speaker with other items. He decides to subscribe to the brand’s newsletter.

A promo code for a 20 percent discount arrives in his email inbox, but still he hesitates to complete the purchase.

The next day, a reminder email arrives, informing him that the retailer has a limited supply of the speaker he was considering buying. He needs to act quickly or it will be too late. This is the nudge he needs: He clicks through, applies the discount code, buys the speaker, and gets an email confirmation with shipping information.

This is an example of an omnichannel e-commerce experience that is seamless across all touchpoints, including social, mobile, desktop, and email. This is how omnichannel strategies can benefit your brand, from e-commerce to in-store experiences.

Multichannel vs. Omnichannel Approaches To Meet Customer Expectations

With a multichannel approach, a business sells its products on multiple platforms or channels, each one operating independently. These channels can be apps, websites, mobile websites, email, brick-and-mortar stores, or social media channels. Each channel may have unique marketing strategies and customer experiences.

The focus of multichannel e-commerce is to maximize your reach by being present on as many channels as possible—but without necessarily creating a consistent experience across these channels.

Omnichannel strategies involve the integration of multiple channels, including online and offline platforms, to create a seamless and cohesive experience for customers. Unlike multichannel approaches, omnichannel strategies synchronize channels to provide a consistent brand image and message across various touchpoints.

With the example above, a Facebook ad took the customer to the website. A retargeting ad brings him back, and newsletter/email marketing further engages him with a promo code. A well-timed followup email gives him a sense of urgency and he then completes the e-commerce purchase—complete with followup information and post-sale communication to keep him happy and (hopefully) drive future brand loyalty.

Customer expectations are constantly evolving. The modern consumer expects a smooth transition between online and offline interactions with a brand. Adopting omnichannel strategies ensures that businesses meet these expectations by providing a unified experience, regardless of whether the customer is shopping online, visiting a physical store, or engaging with the brand through social media.

Multiple Data Points Enhance Customer Engagement

As we have seen, omnichannel strategies enhance customer engagement by creating a connected and personalized journey. They also allow business leaders to leverage data from various channels to better understand customer preferences and behavior.

By analyzing this data, you can tailor your marketing efforts and communication to be more personalized and relevant, further increasing customer engagement and loyalty.

Omnichannel strategies also ensure that customers experience the same brand personality, messaging, and values across all touchpoints. In regional markets, cultural nuances and values play a significant role. Fostering brand consistency becomes even more critical for establishing a strong and trustworthy brand identity.

Streamlining Operations & Adapting to Changing Consumer Behavior Efficiency is a crucial aspect of any successful business, and omnichannel strategies contribute significantly to streamlining operations. By integrating different channels and centralizing data, businesses can reduce redundancy and enhance operational efficiency. This not only saves time and resources but also enables better decision-making based on a holistic view of customer interactions and preferences.

In the last few years, the MENA region has witnessed a rapid shift in consumer behavior, with a growing portion of the population embracing digital channels for shopping. Streamlined operations make a seamless experience across online and offline platforms possible. This adaptability is crucial for staying relevant and meeting the evolving needs of consumers.

Case Study: A Leading Egyptian Retailer

A well-known retailer in Egypt came to RTG to implement omnichannel strategies because it needed to unify its online and offline inventory systems.

One of the biggest challenges was integrating with the complex Microsoft Dynamics Retail Management System. We needed to create three systems to digitize the entire operations cycle.

Our comprehensive plan involved integrating with Microsoft Dynamics Retail Management System, building an Adobe Commerce store and native iOS and Android apps. This not only improved customer convenience but also led to an increase in in-store foot traffic as customers were more confident about finding the products they were looking for.

In the end, RTG created a seamless experience between the website and mobile app, allowing customers to check product availability through the website. Our omnichannel approach resulted in increased user retention and higher conversion rates.

Robusta Studio Can Help Your Business

For visionary business directors in the MENA region, the adoption of omnichannel strategies is not just a trend; it is a strategic imperative. Creating amazing customer experiences requires a holistic approach that considers the various touchpoints where customers interact with a brand.

With over a decade in e-commerce experience, Robusta provides your online store with a top-tier retail experience that is holistic, seamless, and effortlessly digital. Designed to cut costs and increase revenues, we equip your business with an omnichannel digital suite.

By embracing omnichannel strategies, businesses can meet customer expectations, enhance engagement, streamline operations, foster brand consistency, and adapt to changing consumer behavior. As the business landscape continues to evolve, visionary leaders must recognize and leverage the potential of omnichannel strategies to stay ahead in the competitive markets of the future.

RTG helps businesses like yours implement omnichannel strategies so you can deliver unparalleled customer experiences.

Abdelrahman El Naka

Abdelrahman El Naka

Product Marketing Manager - Robusta Technology Group

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