A Framework for Driving Omnichannel Loyalty

How is Omnichannel Changing the Game?
For retailers, omnichannel means that the number of customer engagement touchpoints has dramatically increased. Just a few years ago, it was sufficient to interact with customers in-store as well as via an e-commerce website accessed through a PC. Nowadays, retailers must effectively communicate across a myriad of channels, including PCs, tablets, smartphones, in-store, etc. The mediums include website interaction, email, text message and good old-fashioned face-to-face discussions with store associates.