Omnichannel has been on the lips of marketers for years already, and yet, few brands have started to build a truly omnichannel customer experience. What is so difficult about omnichannel? Obviously, identifying which customer is taking what action on which channel is a big barrier. Then, linking all these data about your customer and making something of this information. Technology comes in handy to make sure you capture data at relevant times and leverage intel about consumer behaviour in the right way to make sure you remain relevant to your customer.
It is crucial for digital, but it’s also gaining importance in marketing, more generally speaking. Beyond digital per se, brands are undergoing a retail revolution. At stake: delivering a different, exceptional and memorable brand experience to each customer, in order to become a lovebrand and recruit loyal customers.
In the upcoming posts, I’ll share more insights about this transformation of luxury retail, as I believe it is the logical continuation to brands digitization, only it’s happening in a physical space.