To succeed on the omnichannel path, there are 5 key components that need to be tackled in their integrity – in this executive briefing series, we share key insight into how to achieve this.
Step-by-step we will reveal how to:
Define your omnichannel strategy
Design and differentiate omnichannel (OC) customer journeys
Revamp main processes
Build the required OC technology platforms
Design an incentive scheme to encourage cross-channel collaboration
You can follow our approach on this site.
To embark on the omnichannel journey, define the key goal and marry this with a target picture and role for each channel.
Omnichannel champions pursue customer experience, revenue and cost ambitions, and achieve measurable results in these domains.
To WoW customers, a prioritized set of customer journeys based on customer behavior and analytics needs to be designed.
Four key process areas cause the biggest hurdle in operationalizing the omnichannel strategy; supply chain management needs to be flawless from day 1.
Single, front-end and inventory management, shared basket, and rules engine are key technological levers to enable omnichannel.
Channel incentives are one of the key levers to stir channel collaboration: to break channel siloes, individual channels need to be awarded for supporting cross-channel sales.