Omni-channels or easier said an enhanced multi-channel sales channel. What are these channels and what are their benefits? You can read more about them in our blog what the benefits of this channel can mean for your organization.
What are omni-channels?
The omni-channel sales model is a multi-channel approach to sales that focuses on the customer experience of your visitors. This can apply to both offline and online channels. With the omni-channel sales model, the main focus is on the customer; everything else basically revolves around them. Here, customers experience the brand rather than individual channels per se.
Each channel has its own advantages that can be tactically deployed to fulfill customer needs in terms of customer experience. The laborious process of switching between offline and online channels needs to be set up for the customer in such a way that they can effortlessly orient themselves towards their goal of purchasing a product or service!
Are omni-channels the future?
An important question to ask for the coming years so as not to fall behind the times. After a hectic COVID-19 period behind us, several changes have emerged in the market at different levels. The new "normal" continues to evolve and is not letting up!
From research by Mckinsey & Company shows that about two-thirds of today's buyers need face-to-face meetings and videoconferences with salespeople. B2B companies are deploying multiple channels with uniformity to meet their customers' diverse needs. For hybrid sellers, this is a favorable trend development that does not appear to be going away for some time.
The top three channels trending upward in the recent period are E-commerce, video conferencing and face-to-face meetings. B2B companies that are already using hybrid selling are taking advantage of the developments within the market early on. It gives customers the ability to decide what type of interaction they need. Whether this will be the future for various sales methods? You may say so.
What are the benefits?
Believe it or not but there are real benefits that B2B companies are experiencing since deploying omni-channel sales methods.
Customer Experience (Customer Journey)
Mapping out what your customers need at what time improves your target customer journey. Ease of use goes hand in hand in this where customers don't want to think for themselves but want it almost done for them.
Making logical contact points available on the channels you manage is one of the keys to improving your visitors' customer experience. Once these channels merge through the contact points available, in moments of ambiguity the customer will feel more compelled to contact the organization tirelessly.
Customer Loyalty
The moment customers have successfully completed their session in the omni-channel structure, they are quicker to share their experiences with others. This soon happens on platforms such as Whatsapp, Facebook or traditional word-of-mouth.
Data Collection
By implementing the right measurement systems, there is a mountain of information to be gained from the incoming data traffic. Based on the data that comes in, insight can be gained into what is needed to apply optimization for the various channels.
The target groups each have their own expectations once they are in a buying cycle. By monitoring the data, personalization of target group needs can take place which in turn leads to perhaps better conversion.
What to do now for your current sales model?
There are many options when it comes to omni-channel sales methods. How can you best optimize your sales model to achieve the best costumer journey? Book a free consultation in for the possibilities!
