In 2019, we saw the emergence of the pandemic, which brought about a unified digital presence for all brands and accelerated shopping on multiple channels. To remain competitive, brands must offer customers a seamless experience across all channels, including mobile.
According to Gartner, 50% of brands will fail to unify customer engagement by the year 2022. To help you prepare for this new normal, here are 5 trends to watch in 2022.
Increasing integration of physical and digital channels.
Besides enabling seamless shopping experience, retailers should also increase their in-store digital capabilities. This way, they can meet customer demands for speed, personalization, and convenience. Forrester predicts a 25% growth in e-commerce in Europe by 2022, excluding food and travel. In the coming years, omnichannel presence will become even more important. For businesses, this will ensure that they remain relevant to customers regardless of the channel they use.
Embracing digital technologies.
ConnectPOS is a service that automatically updates goods from point-of-sale to online shops. Another interesting feature of this platform is its Click-and-Collect feature. It lets customers buy online and pick up the order from a physical store.
Brick-and-mortar stores are a popular option for many retailers. They allow for a local presence, as well as a unique in-person experience. While brick-and-mortar stores still have a vital role in the customer’s shopping experience, the benefits of branching out into physical locations are far outweighed by the increased costs of acquiring customers. Ultimately, the future of omnichannel shopping requires that companies adapt to the changing customer experience.
Personalization and Convenience:
The importance of physical stores will not go away. A store will continue to play a vital role in the customer experience. But omnichannel services must also meet consumer needs for speed, personalization, and convenience. In addition, the future of omnichannel means that the customer experience will be unified, seamless, and integrated. It is also crucial to respond to omnichannel trends in order to remain competitive. And if you’re a brand, it will be the best place to compete in the long run.
The use of technology will continue to evolve. The role of omnichannel marketing in a business’s marketing strategy is crucial, especially for those with a large number of products. The use of multiple channels is important because a unified and smooth experience for consumers will help drive brand loyalty. With this, companies can reach their target markets on multiple channels. With a consistent omni channel strategy, they can reach customers across all channels.
More consumers are shopping online. The convenience of shopping online is an added benefit. But the omnichannel experience is also threatened by privacy concerns. Users are increasingly aware of the tracking of their online activities, and they do not want their data to be sold to advertisers. They may move to different sites, messaging apps, or other platforms, but this will not happen overnight. They will be a part of the omnichannel experience by 2022.