Do you own multiple retail outlets? If yes, then you may want to consider turning your multiple retail outlets into an omnichannel experience.
What is an omnichannel experience?
“A multi-channel sales approach that provides the customer with an integrated customer experience. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a bricks and mortar store and the experience would be seamless.”
Multi-channel is the future of retail and consumer surveys back this. According a recent survey that polled a thousand consumers to get insight into consumer shopping habits, 80% of the surveyed respondents said that would prefer having a choice of in-store, by telephone or online.
As a retailer, by appearing on different channels familiar to potential customers, you can increase your chances of netting a sale. Put simply, embracing omnichannel sales and marketing is the way forward for your retail business. With omnichannel, you can maintain a consistent message and brand and get the opportunity to engage with consumers across a variety of channels. Omnichannel sales, on the other hand, allows to sell more of your products to more people.
An omnichannel retail strategy allows you to reach the right customers, on the right channels, at the right time, with the right messages. This in turn ensures more focused marketing, improved customer engagement and a better return on investment (ROI). However, there are a few things you need to do to turn retail business into an omnichannel success and they are as under:
Planning is needed to ensure omnichannel success. No matter how great your idea is, executing it without any planning can be disastrous. Therefore, it is critical for you to plan the channels you want to sell on, the systems you will use and how you will integrate them.
Turning Multiple Channels into a Single View
With careful planning, you can create a single identity for multiple engagement points by linking them together. This will ensure a holistic view into your multi-channel activity and you will know exactly when customers want you to reach out to them. With this knowledge, you can generate a positive response from consumers. Additionally, by sharing single customer view across the organization, you can ensure cohesive understanding of the customer and create campaigns that are not conflicting.
End Manual Data Entry Practices
Businesses with multiple retail outlets generally have multiple systems that house similar information. These systems store information related to items, inventory, customers etc. In omnichannel, sharing this information across your systems is mandatory. You would want to track the order history of a customer whether they buy online or in-store. Additionally, it is important that you share information from your enterprise resource planning (ERP) or point of sales (POS) to your online sales channels.
Even after transitioning to an omnichannel strategy, many retail businesses continue to rely in manual data entry practices to share information or transfer data across systems. This can be both costly and time-consuming. For example, entering online orders into your POS could take several hours if you manually enter the data. Additionally, manual data entry makes you more prone to errors that lead to lost orders, stock-outs, and worst of all, frustrated customers.
The good news is that you can overcome all these problems with a Retail POS system. The Retail POS system will automate POS data entry, speed up processing or orders, and eliminate costly human-errors.