Omnichannel organisation puts customers at the heart of your business, and all sales channels (digital and physical) work in harmony around them. Customers don’t see a channel but a company or brand.
Depending on the time, location or their objective (are they orientating themselves, looking for information, or wanting to buy), they choose a channel that is the most appropriate at that precise moment. That means all your sales channels must complement each other so that the customer always has the same brand perception.
Omnichannel organisation is an important condition for today’s customers, but it does demand a number of business requirements. Purchasing processes, for example, must be simple so that customers can serve themselves. The business must be able to continually innovate and change. After all, customers are also continuously changing their direction, needs and desires. Your IT architecture also needs to be robust and future-proof.
Our approach is to create a responsive omnichannel organisation that enables your business to learn from market insights and then adapt.