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Omnichannel Strategy

Cus­tomers no longer fall into neat shop­ping silos. They want prod­ucts, when they want it, via the chan­nel they want it from. Com­pa­nies need to take a more holis­tic and omni-chan­nel approach to think­ing about the expe­ri­ence we are deliv­er­ing for your customers.

Omnichannel ≠ Multi-channel

Omnichannel is this decade's multi-channel. It's about having a consistent brand experience across channels and meeting customers where they're at.

GRAYBOX helps companies deliver effective omnichannel experiences. In this day and age, doing so necessitates an end-to-end understanding of what your customers need, delivering an experience that meets them where they're at and matches their high expectations. Omnichannel isn't for everyone and may not be a fit every business.

In order to best understand whether or not you even need to pursue an omnichannel ecommerce experience, GRAYBOX recommends that our client-partners get a better understanding of their customer journey. This will critically inform how customers are interacting with the brand now and where the gaps are currently between their needs and how you are — or aren't — delivering on them.

Under­stand­ing the Cus­tomer Journey

Devel­op­ing an effec­tive omnichan­nel expe­ri­ence for cus­tomers requires a full under­stand­ing of your cus­tomer’s jour­ney of inter­ac­tions with your brand. GRAY­BOX also helps brands under­stand and map their cus­tomer jour­ney. « link to solu­tions page »

Think about Devices

GRAY­BOX rec­om­mends care­ful con­sid­er­a­tion as to what devices your cus­tomers are using. While users may nev­er check­out in droves on their cell phone, deliv­er­ing a sol­id expe­ri­ence that match­es their expec­ta­tions is key in facil­i­tat­ing them into com­ing back to pur­chase on their lap­top later.

Third-par­ty Marketplaces

Some­times hav­ing an inter­ac­tion with a cus­tomer isn’t about own­ing things end-to-end. Con­sid­er third-par­ty mar­ket­places like Ama­zon to get your prod­ucts in front of poten­tial con­sumers. Over half of ecom­merce research starts on Amazon.

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