OMNI means everywhere ! Omnichannel means you had got the presence of your business in all possible models like offline and online channels.
Some of the world’s biggest omnichannel players across various industries:
Retail :
Amazon : A leader in online retail, Amazon has expanded into physical stores (including Whole Foods) and offers features like in-store pickup and returns, creating a seamless shopping experience.
Walmart : Walmart has a strong online presence alongside its vast network of physical stores. They offer features like online grocery ordering with in-store pickup and delivery.
Sephora : Sephora excels in omnichannel retail by integrating its physical stores with its mobile app. Customers can browse products online, reserve them for in-store pickup, and access loyalty programs through the app.
Other Industries : Like FMCG and Banking
Amazon: A leader in online retail, Amazon has expanded into physical stores (including Whole Foods) and offers features like in-store pickup and returns, creating a seamless shopping experience.
Walmart: Walmart has a strong online presence alongside its vast network of physical stores. They offer features like online grocery ordering with in-store pickup and delivery.
Nespresso : This coffee company uses a strategic omnichannel approach, selling some products through various channels while controlling the distribution of others, creating a unique brand experience.
Bank of America : This bank offers a variety of services through its mobile app, website, and physical branches, allowing for convenient access to banking needs.
India has a thriving omnichannel retail sector with several prominent players. Here are some leading examples :
Nykaa : This Indian beauty giant offers a robust omnichannel presence. They have a strong online marketplace alongside physical stores where customers can browse and test products. Nykaa integrates its app and website seamlessly for online purchases and loyalty programs.
Pepperfry : India’s largest online furniture retailer, Pepperfry, leverages both online and offline channels. They offer a wide selection online while also having concept-based retail studios where customers can experience the furniture firsthand.
Lenskart : This eyewear brand is a frontrunner in omnichannel retail in India. Lenskart boasts a large online presence with a physical store network exceeding 2000 locations. This allows customers to conveniently browse online and then visit a store to try on glasses before purchasing.
Reliance Retail : A major player in Indian retail, Reliance has expanded its omnichannel reach. Traditionally an offline giant, Reliance now has a strong online presence and also leverages its vast network of JioMart kirana stores to establish a B2B wholesale omnichannel strategy.
Tata Group has integrated its online and offline channel and you must have watched their advertisement during IPL this year . Tata Neu Coins !
Modern banking can definitely be considered an omnichannel business model. Here’s why :
Multiple Channels : Modern banks provide access to financial services through various channels, including mobile apps, websites, physical branches, ATMs, and even chatbots. This allows customers to choose the method that best suits their needs at any given time.
Seamless Experience : Banks strive to create a seamless experience across all channels. Information and functionalities should be consistent, and customers should be able to easily switch between channels without starting over. For instance, you might check your balance on your phone app and then visit a branch to discuss investment options.
Data Integration : Omnichannel banking relies on integrated data systems. This allows banks to see a complete picture of each customer’s interaction history, regardless of the channel used. This enables features like personalized recommendations, consistent account information across platforms, and efficient customer service.
Customer Focus : The core of the omnichannel approach is customer-centricity. By offering multiple channels and ensuring a smooth experience between them, banks cater to the diverse preferences of their customers. People who value convenience can use mobile apps, while those who prefer face-to-face interaction can visit branches.
Let’s delve into some omnichannel jewellery brands in India :
Melorra : This digital-first brand excels in online jewellery shopping. Melorra offers a user-friendly website and app for browsing a vast collection. They also leverage social media platforms like Instagram for product showcasing and influencer marketing. To bridge the gap between online and offline, Melorra has partnered with select physical stores where customers can experience their jewellery firsthand.
Tanishq : A well-established jewellery retailer, Tanishq, has embraced omnichannel strategies. They maintain a strong physical store presence alongside a user-friendly e-commerce platform. Tanishq integrates its online store with its loyalty program, allowing customers to seamlessly track points and redeem them across channels. They also offer virtual consultations and 3D try-on features for a more interactive online experience.
CaratLane : This online diamond and jewellery retailer leverages a strong omnichannel approach. CaratLane boasts a robust e-commerce platform with educational resources and diamond grading information. They’ve expanded into physical “experience zones” where customers can see the jewellery in person and get personalized consultations. Additionally, CaratLane offers virtual try-on tools and integrates its online and offline channels for a cohesive customer journey.
This list is just limited ! you may turn your business as an OMNI channel business. Lets discuss ! Write to us !
