This presentation will give few tips on how companies can implement Omni-Channel strategy and focus more on the seamless customer experience.

1. Tips to implement
Omni Channel strategy
Sreehari R
PGP 2
Bharathidasan Institute of Management
Tiruchirapalli

2. ◉“Omni-channel” - A seamless experience, regardless of channel or device
◉Consistent and complementary consumer’s experience
◉Unlike Multi channel, Omni channel focusses more on the customer experience across
different channels
Omni Channel

3. Develop Customer Identities
◉Gain an insightful view of the customer
◉Use data to build buyer personas
◉Test the buyer personas and ensure experience is seamless,
user-friendly, and free of barriers
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4. Personalized Aprroach for
each Channel
◉Each channel’s audience is different - marketing and branding
efforts should be different
◉A fully integrated social plan saves consumer’s time and
allows them to get the best deal
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5. Mobilize Your In-store
Experience
◉Apps to deliver information about in-store sales and events to
customers
◉Physical stores act as fulfilment centres for the stores’ online
counterparts
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6. Merging Social And Local
◉Efficiently handle any interaction a customer has with the
business
◉Use quality monitoring to improve the strategy
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7. Comprehensive Measurement
Strategy
◉Identify the factors a customer considers when choosing the
channel
◉For eg:
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8. Monitor And Optimise
◉Having a lot of information is not the same as having the right
data
◉Figure out which data requires the most attention
◉Learn more about the customers outside of basic
demographic information
◉Focus on behavioural data and ask the right questions for
deeper meanings and insights
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9. Integrate
◉The channels chosen have to be efficient and effective
◉The channels have to work together and support one another
◉The channels should provide a seamless, integrated user
experience
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10. Thanks!