OMO 101: Secret To Making Every Customer Shopping Experience Seamless

How? Connect All The Touchpoints

• Consumer Behavior:
  • Order online for efficiency during busy times.
  • Visit stores on weekends to try and buy items directly.
• Implement Membership and Discounts:
  • Accumulate membership points across all channels.
  • Use discounts interchangeably online and offline.
• Online Channels:
  • Use intuitive interfaces on websites/apps.
  • Simplify steps from adding products to favorites to checkout and logistics.
  • Reduce operational difficulties and friction in the shopping process.
• Offline Channels:
  • Use CRM systems via tablets in-store.
  • Access customer’s past shopping records and preferences.
  • Promote combination sales to increase the average spend per customer.
• Data Utilization:
  • • Break down online and offline channel barriers.
    • Capture and use first-party data for improved marketing strategies.

How? With Data Analysis and Personalized Marketing:

• Gain Consumer Insights:
  • Use multi-dimensional data analysis to understand consumer preferences, interests, and behaviors.
  • Identify consumer needs and tailor marketing messages and product information accurately.
• Personalized Marketing:
  • Attract consumer attention with targeted marketing.
  • Increase brand visibility and reputation.
  • Drive higher conversion rates through personalized approaches.
• Using First-Party and Third-Party Data:
  • Combine first-party and third-party data to build detailed consumer profiles.
  • Ensure advertising targets are interested in the products.
  • Accurately introduce new customer groups.
• Managing Existing Customers and Members:
  • Use apps and website back-end systems to gather first-party data.
  • Group members are based on consumption habits and preferences.
  • Set up targeted promotional messages through apps.
  • Increase order rates by offering relevant products and coupons.
  • Tailored product recommendations and coupons strengthen repurchase willingness.

• Order Cancellations: Poor experiences often lead to order cancellations. Inventory management is a significant issue for 30% of retail brands.
• Inventory Management: Traditional models separate online and offline supply, leading to inefficiencies.
• Customer Impact: Inefficient stock scheduling causes inconvenience and negative brand impressions.

Here’s A Quick Practical Example Of A Strong OMO Inventory Management:

• E-commerce Order Surge:
  • During high-sales events like 11.11 and 12.12, centralized shipping caused delays.
• By implementing OMO Inventory Integration:
  • Assign nearby stores to assist in picking and shipping orders.
  • Improves logistics efficiency and maximizes inventory use.
  • Ensures faster delivery and better customer experience.

Focus On People-Centered Marketing and Interaction:

• Critical Customer Journey Links:
  • Marketing communication, business interaction, and pickup experience are key to retaining customers.
• Maximizing People-Oriented Value:
  • Helps establish good customer relationships.
  • Provides a competitive edge in the retail environment.
  • Continues to create business opportunities.

How? With Exabytes New Retail

• Poor customer experience often leads to order cancellations.
  • 30% of retail brands face inventory management problems
  • The traditional “distribute first, sell later” model leads to inefficient stock scheduling and negative brand impressions.
• Exabytes New Retail recommends “OMO inventory integration” for smoother goods flow.
  • Integrate all-channel info systems to manage products, orders, and shipments.
  • During peak times like 11.11 for example, OMO integration speeds up logistics by utilizing nearby stores for shipping.
  • Enhancing people-centered marketing, interactions, and pickup experiences helps retain customers and build strong brand relationships.