Future of Customer Experience: Why You Should Prioritize an Omnichannel Experience & How to Do It


In today's business world, providing an omnichannel experience for your customers is more important than ever. By prioritizing this experience, you'll be able to meet your customers' needs no matter where they are or what device they're using. In this blog post, we'll discuss what an omnichannel experience is and how you can create one for your business. We'll also provide some tips on how to get started. Are you ready to create a better customer experience? Let's get started! 

What is Omnichannel Customer Experience?

Omnichannel customer experience is the term used to describe the customer's interactions with a company across all channels. This can include interactions through phone, email, chat, social media, and in-store visits.  

Omnichannel experience essentially delivers a consistent customer experience no matter how or where the customer chooses to interact with your brand. This means that whether a customer interacts with your business online, in-store, or through a mobile app, they should have the same level of service and access to information. This can be done in several ways: through unified customer profiles, synchronized inventory and order management, and even same-day delivery.  

Benefits of an Omnichannel Experience for Your Business

There are many benefits to providing an omnichannel experience for your customers. Some of them include: 

How to Achieve the Omnichannel Experience

Delivering an omnichannel customer experience has become increasingly crucial for businesses in today's digital age. According to a study by Boston Consulting Group, “The percentage of customers who shop across channels has jumped from 48 percent in 2018 to 77 percent this year. And 64 percent of customers say they would likely switch stores if their preferred retailer didn't offer a seamless experience across channels.” 

Creating an omnichannel experience can be challenging but worth taking on. First, it is essential to understand that the key to success lies in having a unified customer profile. This means that all customer data – including contact information, purchase history, and demographic data – should be collected and stored in one place. Once this is done, businesses can use this data to create a personalized shopping experience for each customer. 

Best Practices for Providing Your Customers or Clients with a Successful Omnichannel Experience 

Customers hate being inconvenienced, and an omnichannel approach works to resolve that. By providing a consistent experience for your customers, you'll be able to build trust and loyalty. There are many ways to create an omnichannel experience for your customers. Here are a few tips to get you started: 

1. Connect all of your channels:

Make sure your online store, physical store, and mobile app are connected. This will allow customers to move seamlessly between channels without having to start over.  

2. Provide consistent information:

Customers should be able to find the same information no matter which channel they're using. This includes product information, pricing, and customer service contact information.  

3. Train your employees:

Employees should be trained to provide the best omnichannel experience. Ensure your employees are familiar with the company's policies and procedures for handling returns and refunds, as well as any special promotions or discounts available. This way, they can provide consistent customer service no matter where the interaction occurs. 

4. Ensure all channels are consistent with each other:

This means using the same branding, tone of voice, and messaging across all channels. Consistency is key to providing a seamless experience for customers. 

5. Use data to personalize the customer experience:

Collect data of your customers across all channels to provide personalized messages and offers based on their preferences and past behaviors. This will make customers feel like you know them personally and that you're providing them personalized recommendations. This increases customer loyalty and keeps them coming back. 

6. Focus on the customer's journey:

Map out the typical journey a customer takes with your brand and ensure there are no gaps in the experience. 

7. Always be testing and iterating:

Ensure that you constantly monitor and adjust your strategies as needed. The customer service landscape is constantly changing, so you must be prepared to adapt to new trends and technologies. 

Customer using a business's website.

How to Measure the Success of Your Omnichannel Experience 

Use customer feedback to track satisfaction levels

One of the best ways to measure the success of your omnichannel experience is to use customer feedback. Track feedback channels such as surveys, social media, and customer service interactions to see how customers feel about the experience. Satisfaction levels will give you a good indication of whether your omnichannel strategy is working. 

1. Analyze engagement data

Engagement data can also be used to measure the success of your omnichannel experience. Look at data such as website visits, unique visitors, page views, and conversion rates to see how customers engage with your brand across all channels. If engagement is low in certain channels, it may indicate that you need to improve those channels. 

2. Check transaction data

Transaction data is another important metric to track when measuring the success of your omnichannel experience. By looking at data such as total sales, average order value (AOV), and conversion rates, you can see how well your different channels are performing. If specific channels are underperforming, you may need to invest more resources. 

3. Use technology to track activity across channels

Finally, use technology to help you track activity across channels. There are several tools available that can do this, such as Omniture. These tools can help you identify any patterns in customer behavior so that you can make changes if needed. 

Final Thoughts 

Omnichannel customer experience is a journey and not a destination. It is the future of customer experience and the way to go if you're looking to keep up with the competition and provide an excellent customer experience. With the right tools and tips, you can be on your way to providing a shopping experience that meets – and exceeds – your customers' expectations.

By prioritizing an omnichannel customer experience, businesses can ensure that they are providing their customers with the best possible shopping experience. Not only will this help keep customers from switching stores, but it can also help increase sales and boost brand loyalty. So, what are you waiting for? Get started today! 

If you have any questions, please don't hesitate to reach out to us. We value your feedback and appreciate the opportunity to serve you.


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Filed Under: Business Tips

About Lindsey Perron

As Thomas’ daughter, Lindsey was introduced to the world of sales and marketing at an early age. Curious about what her dad did, Lindsey would jump at every opportunity to help and ride along on sales calls. Always quick to take charge and lead the group—a trait that has only grown with time—Lindsey was frequently told by her parents that she was destined to be a manager or CEO of some sort. While working toward earning her bachelor’s degree in human services from the University of Wisconsin-Oshkosh, Lindsey interned with the UW Office of Equality and Affirmative Action and served on several councils, which gave her the opportunity to develop her persuasive writing skills, researching skills, problem-solving skills, project management skills, and more. After working as the lead teacher of the 4-year-old room at the local daycare center, Lindsey decided to switch gears and join the Viral Solutions team. In her position, Lindsey is able to help clients think through an end goal and reverse engineer it into the steps needed to achieve it.

When she’s not working, Lindsey loves spending time with family, be it traveling somewhere together or just hanging out at home.