Omnichannel Marketing – A Panacea for Customer-Centric Future

California - May 17, 2023 - Technology runs through almost every facet of life. Consumers are embracing the conveniences of digitalization, but a robust strategy should synchronize the brand's online and offline touchpoints to provide a seamless experience for customers. 

The recent Economic Times Global Business Summit 2023 also focussed on the context of having a customer-centric future by conquering the omnichannel paradox. Sudhakar Adapa, founder, and CEO of Commerzify, said, “Consumers today are spoilt for choice. Predictive analytics is the next big evolution. So instead of just delivering groceries in ten minutes can we predict and deliver consumer requirements? Technology has to aid us in tackling this challenge. Today you can’t say I’m just a digital or just an offline brand. You have to be where the consumer wants you. An omnichannel strategy is non-negotiable.” 

In today’s fast-paced global digital environment, customers and businesses are empowered by new technologies and channels available at their fingertips. This increased connectivity has led to an explosion of data and information. To better manage this data deluge, businesses are shifting toward omnichannel strategies and surpassing their customers’ growing expectations for service. 

Ravi Swarup, a leading partner at Bain & Company’s Consumer Products and Advanced Manufacturing and Services, said, “As brands, we have to create memory structures. Creating memory structures that last is about engaging with multiple senses, and that’s a huge benefit of the omnichannel strategy. Even a lot of digital-first brands see offline presence as extremely important.” 

The pandemic had been challenging for global marketers as consumer sentiments and requirements kept changing. “Three years is not a long time, but if we look at it, it looks like the world has traveled a long journey altogether. The COVID pandemic changed the complete world, global settings have changed so has India has changed,” said Prime Minister Narendra Modi. 

SkyTrust IT Solutions, the leading digital media partner, believes that a successful omnichannel strategy involves three key elements – a customer-centric organizational structure, a skilled workforce with collaborative and open culture, and a constantly iterative, adaptive, and agile business process. Businesses embrace the omnichannel paradox to create a customer-centric future across all significant touchpoints by ensuring the principles of availability, seamlessness, consistency, personalization, and empathetic interactions across all spheres. A connection between the company’s website, mobile application, interactive digital displays, and point of sale ensures higher customer engagement and retention. 

The evolution of authentic digital communication has completely transformed users’ lives by providing fast end-to-end support. Apps like Instagram, Facebook, WhatsApp, Messenger, etc., give an impeccable instant messaging experience, thus accounting for more than 90% of the market. Also, the integration of online shopping, customer support, audio, and video conferencing, location sharing, and much more through apps is a step forward in building a tremendous omnichannel platform strategy. 

For further information about SkyTrust, please, visit their website https://skytrustit.com/

About SkyTrust 

SkyTrust is a leading digital marketing agency founded in March 2021 to help businesses grow their online presence. SkyTrust works with the motto of ‘Go Digital, Be Visible.’ and their services include SEO, SMM, Google Ads, ORM, Web Development, Cloud Computing, Email Marketing, and Mobile App Development.