Omni-Channel Trends

1. Using DTC customer data online and offline.

Leveraging your client’s data allows for better customer understanding, which then can enable the creation of better products, which are designed against your client’s needs and challenges, as well as relevant communication for both channels.

2. DTC brands continue to go brick-and-mortar.

In a context where performance marketing costs increase, selling via owned physical stores generates additional brand awareness, brings the brand experience to life, and allows personal interaction with the client whilst increasing physical availability.

3. Seamless customer journey blending online and offline.

Customers value a friction-free and flexible customer experience, so retail services that allow clients to buy in-store and ship to home or buy online and return in-store can make a difference.

4. Omnichannel sales assistance and customer service.

This means clients can chat with a customer service agent or sales assistant who gives advice, creates a frictionless shopping experience, and can materialize cross-sale opportunities.

5. Creating a business-to-costumer connection.

A community and interaction that reduces the distance between business and customer and or gives the customer a role for example via co-creation.