What is difference between a multi-channel and omni-channel customer experience ?

Multi-channel strategy allows customers to use the channel of their choice.  Multichannel is an operational view. Omni-channel, however,  is all about customer experience, orchestrating the customer experience across all channels so that it is seamless, integrated and consistent. Omni-channel includes the addition of social and mobile channels and anticipates that customers may start in one channel and move to another as they progress to a resolution.  Making these complex “hand-offs” between channels must be transparent for the customer.  Simply put, Omni-channel is Multichannel done right!

Omni-channel done right – Search Strategies – Organic search and paid search go hand in hand as they significantly affect one another. By implementing a search strategy, you can improve the number of searches for your brand and also drive more visits to your website or store.

Category: SAP, sap_retail, supply_chain

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