How we Find and Eliminate Pain Points in the Customer Journey With an Omnichannel Strategy
Many brick-and-mortar retailers are currently facing major challenges. Rising costs, changes in consumer behavior and technological change demand a willingness and ability to constantly adapt and be open to innovation. While marketing, artificial intelligence and other modern technologies are often in the spotlight, there is a less glamorous but extremely important area that is often overlooked: Fulfillment and logistics. These can make a significant contribution to increasing a company's profitability.
The importance of fulfillment and logistics in the omnichannel strategy for retailers
Fulfillment and logistics play a crucial role in meeting customer expectations and working efficiently. A well-designed fulfillment system can significantly save costs while increasing customer satisfaction. This is particularly important in a market where customers are becoming increasingly demanding.
Customer expectations: The wind of the customer journey in an omnichannel strategy
Today's consumers have clear expectations in terms of availability, delivery times and flexibility. These expectations are shaped by large or new players on the market such as Amazon, Temu and Shein. Retailers who fail to meet these expectations increase the risk of falling behind and sliding towards insolvency.
As the saying goes: "You can't change the wind, but you can adjust your sails." In the wind of growing customer expectations, retailers should use the right technology to set their sails in such a way that they are able to not only meet customer expectations, but exceed them.
Omnichannel strategy for seamless customer experiences
A successful omnichannel strategy seamlessly connects the various channels. This includes sales channels, such as stores, online stores and marketplaces, and inventory channels, including warehouses, the store network and dropshippers. Integrating these channels ensures that products are available exactly where they are needed - and at the right time.
Order orchestration: maximizing customer satisfaction and profitability with an omnichannel strategy
A central element of the modern customer journey is order orchestration, which requires precise analysis and control of stocks, locations and delivery routes. By using modern technologies, incoming orders are distributed via the online store in the best possible way. This enables retailers to fulfill orders efficiently and cost-effectively. This enables rapid adaptation to market changes and ensures transparent communication with customers. Effective order orchestration not only increases operational efficiency and reduces costs, but also maximizes customer satisfaction and increases profitability.
Advantages of an omnichannel strategy
Studies show that the more different channels customers use, the higher the revenue they generate - regardless of the channel they use (Harvard Business Review). It is therefore important to understand and fulfill their needs:
Challenges and solutions in an omnichannel strategy
A common problem is the lack of real-time fulfillment systems. Retailers need to invest here to prevent customers from dropping out due to a lack of information (e.g. about delivery times). This can not only increase the conversion rate, but also prevent necessary goodwill discounts and lost sales.
Optimize the post-purchase experience
The customer experience after the purchase is often decisive for customer loyalty. Clear, transparent and proactive communication is more relevant than ever. Retailers must ensure that they keep their promises and optimize the returns management to save further costs and increase customer satisfaction, especially after the purchase.
Omnichannel Strategy: Conclusion
At a time when brick-and-mortar retailers are facing major challenges, fulfillment and logistics should not be underestimated. An efficient and well-thought-out omnichannel strategy, supported by modern technology, can make all the difference. By meeting and exceeding their customers' expectations, retailers can not only increase their profitability, but also build a strong, loyal customer base.
Would you like to delve deeper into the topic of the customer journey? Our Managing Director Linda Kuhr provided further insights at the best practice day of best it. Take a look at the recording here or contact our experts for information on our order management solutions.
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