Question

The word "omnichannel" is used a great deal to describe the consumer options today in an ever changing marketing environment.

1. Give an example of how "omnichannel" plays a role in your experiences as a consumer.

2. 2 Pros and 2 cons of omnichannel

Answer 1

1. Omni-channel as it says uses an integrated approach to multi-channel marketing. I would take an example of how REI is cashing on the concept of Omnichannel. REI has been successful in integrating their mobile app, website and store. If any book is newly launched into REI store or is out of stock, it automatically gets updated in all of these channels simultaneously. This helps customers like me to make choices from their homes or from stores without any challenge. Omnichannels helps companies to give seamless experience which keeps their customers happy and satisfied.

2. Pros:

• Omnichannel makes products or brands accessible to customers anywhere, anytime. It is important for brands to be present where their customers are, e.g. Website, mobile, retail etc.
• Companies and brands should be Omnichannel as consumers are becoming demanding and the market is getting more competitive. Omnichannel helps in increasing the presence

Cons:

• Omnichannel requires understanding of all the channels and customer touch points. Customers have different behaviors on different channels. It is important to capture this behavior and devise a strategy. Omnichannel is an expensive strategy as it requires planning and implementation on multiple channels in real time.
• To create an Omnichannel experience for a brand or company, it is essential that different departments like marketing, sales, customer experience, product etc. are working together collaboratively. This strategy cannot run alone by a single department.