The definition of Omnichannel:

Omnichannel (also spelling as omni-channel or omni channel) is defined as a cross-channel sales approach that companies use to connect the multiple sales channels and fused them in one to provide their customers a seamless & consistent shopping experience regardless of shopping in a bricks and mortar store, by the telephone or on an online website or mobile app.

What is the Omnichannel. Source: thedma.org

How can the Omnichannel improve the Customer Experience?

When a business has deployed an omnichannel model, the customer service representative in the store is able to quickly reference the customer’s previous purchases and hobbies just as easily as on the phone or the webchat. Besides, the customer can also use the desktop to check store inventory on the company’s website, buy the item later on with a smartphone and pick up the product at the customer’s chosen location.

The good examples of the Omnichannel:

1. Starbucks reward application

With Starbucks reward app, Starbucks provided an excellent seamless customer experience for their users.

Starbucks reward app. source: www.emarsys.com

Every time the customers buy a product at Starbucks store, they can check and reload immediately their reward points via a physical card, on the Starbucks’s website or on their smartphone.

2. Disney Parks

DisneyParks website. Source: blog.hubspot.com

With a responsive website and the My Disney Experience tool, DisneyParks can allow you book the ticket and plan your trip every minute on every device (Desktop, tablet or mobile).

In their parks, you can use their mobile app to find the location of attractions and see estimated wait times for each attraction.

Since 2016 with the Magic Band Program, the DisneyParks’s customers have been able to unlock the door of your hotel room, enter the park, check in at FastPass+ gates, connect your Disney PhotoPass account and charge food to your hotel rooms – all via the magic band around your wrist.

3. Bank of America

Bank of America mobile app. Source: blog.hubspot.com

Bank of America is one of the first banks applied the omnichannel solutions for their customer experience seriously. Today, the customers of Bank of America can do everything from check depositing to appointment scheduling to be handled by the company’s mobile and desktop apps with a standard experience.

References:

emarsys.com blog.hubspot.com searchcio.techtarget.com blog.market o. com en.wikipedia.org thedma.org

Continue reading about omnichannel:

>>The Omnichannel solutions for retail

>>What is Multichannel? Definition and Examples

>>The Omnichannel solutions for banking