Video: How to achieve a true omnichannel e-commerce experience

The word ‘omnichannel’ seems to be on everyone’s lips across retail and e-commerce, but what does it practically mean for brands and customers?

Essentially, omnichannel translates into ensuring that your business is supporting your customers when, where and how they want to.

As James Davey, co-founder of e-commerce agency The Armoury, says: “Customers buy from brands, not channels”.

Each customer is different, but they now have expectations of a great – and, importantly, consistent – service on whatever channel or device they’re using – that includes online and in-store.

Customers don’t care if you’re ‘better’ on Instagram than you are on your live chat function.

They do care, however, if they’ve emailed you information which you can’t retrieve in-store or if their loyalty points from a physical purchase don’t appear on their online account.

Get your approach to customers right and apply that consistently across wherever they choose to interact with you.

Your brand is your brand across all touchpoints so to achieve a true omnichannel approach, you need to ensure you’re delivering the highest quality customer experience possible across all of these.

One of those brands which delivers amazing customer experiences at every step is Gym + Coffee and co-founder Diarmuid McSweeney joined us for a video round-table discussion, talking all things omnichannel.

He appeared alongside our very own co-founder Nathan Lomax, managing director EMEA of Shopify Simona Mehta, founder of paid media agency Launch Online Jaye Cowle, and co-founder of The Armoury, James Davey, now known as ‘The Oracle’.

Watch the video to uncover numerous pearls of wisdom from some of the finest minds in the world of e-commerce.

 

Related Insights

Need an answer to a problem? Take a look at our insights section to find advice, guidance and recommendations across a range of e-commerce topics – from conversion to retention and loyalty, from systems integration to remarketing.

5 video strategies every ecommerce brand needs to drive conversions

Guest Blog Exclusive! Trendy Grandad have five ultimate tips to nail down your video marketing strategies. Check them out……

Achieving Seamless International Expansion with Shopify Plus

For ecommerce brands aiming to go global, international expansion can feel like both an opportunity and a challenge……

The Role of AI in Shopify Plus Personalisation

Today’s shoppers expect convenience at every step – from tailored product recommendations to dynamic pricing that shows their value…
Previous
Next

Shopify Development

Wanting to improve conversion rate and in turn scale your e-commerce store? We specialise in building
Shopify and Shopify Plus stores that convert for our clients across the world.

Moving Platforms?

Website needing a refresh? Find out more about our goals focused approach for migrating platforms over to Shopify. 

Custom Integrations

The web is changing and fast. Maximise efficiency, scalability and profitability with a totally bespoke solution.

Download From Search To Sale