Digital strategies
The number of online purchases is breaking new records month after month, but commerce does not seem to slow down and is confirmed as a force capable of generating 31% of the world's gross domestic product . This is the picture that emerged from the recent Retail's Big Show 2020 in New York, the event dedicated to the world of retail that saw the participation of all the biggest players in the world, from Starbucks to Walmart. All those who have hypothesized the titanic clash between online and offline, between digital and physical, between point of sale and eCommerce, find themselves displaced as follows: The evolution of technology and consumer purchasing habits has henan cell phone number list gradually made it possible to overcome the barriers and rivalries between the two worlds . Although many purchases can be completed online, many consumers prefer to collect the product directly at the point of sale. This is also confirmed by the increasingly frequent trend of digital retailers choosing to open stores not only to facilitate delivery operations, but also to offer customers even more complete shopping experiences. Indeed, the ability to interact with the product and build relationships remains a decisive factor for a satisfying customer experience : online information is sought about products and offline purchases are made.
Ominchannel Customer Experience: This is the real challenge
The points of contact between brands and consumers are multiplying and if companies manage, in most cases, each channel with dexterity, what is often missing is a complete and strategically effective overview. For many brands, 2020 will be the year in which online and offline realities become equal points of contact: this implies the need to Create omnichannel flows , capable of structuring a real ecosystem where different channels collaborate effectively . If the user In fact are increasingly inclined to leave personal information in exchange for the personalization of their customer experience , on the other hand, companies must be prepared to manage this information with a view to creating loyalty strategies.