Omnichannel-Marketing
Impress your customers with your omnichannel shopping experience
Retailers who want to remain competitive and not miss out on sales today need to deliver a seamless shopping experience combined with excellent service, which is complemented by a personalized customer journey. A perfectly orchestrated, cross-channel shopping experience thus ensures higher customer value and a closer relationship between the customer and your company as well as increased loyalty in the long run.
To ensure the success of your omnichannel project, you benefit from our end-to-end approach, with us supporting you from the initial idea to implementation and beyond. Our expert teams' strength lies in developing your strategy together with you, translating it into sufficient requirements for your organization and your technological infrastructure, and then implementing it.
Get in touch with us so that together we can design a customized success strategy and a dedicated roadmap for your path to becoming an omnichannel champion!
of retail sales growth through 2024 will be attributed to omnichannel efforts.
of sales are being missed by retailers who do not sell their products through multiple channels.
higher customer lifetime value of an omnichannel customer compared to customers who only buy through one channel.
of customers would like to be able to check the availability of products in their local store online in advance.
of customers have already used Click & Collect as a service at least once.
of customers who return a product purchased online to a store spend the money directly on other products in-store.
The diva-e approach for Omnichannel Excellence in Retail
You would like to place your customers in the spotlight?
diva-e places your omnichannel excellence in the spotlight!
At diva-e, we understand Omnichannel Excellence as the harmonic alignment of all contacts and interactions of your customer with your company – regardless of the channel. On a higher level, all these can be summarized in a triad which requires a constant synchronization of strategy, organization, and technology across all channels. The triad is composed as follows:
Offline Retail with all brick-and-mortar stores, shop-in-shop outlets in department stores, pop-up stores, etc.
Online Retail with all non-physical selling touchpoints, such as your online store, a mobile app, a marketplace, telephone sales via customer service, etc.
Marketing and Service Touchpoints, including all other touchpoints that serve to drive sales and support the customer experience, as well as enhance your relationship with the customer.
Omnichannel excellence at diva-e
From idea to implementation
With our holistic end-to-end approach to retailing, we help you connect your brick-and-mortar business with your non-physical business. Starting with your idea, we work with you to develop a strategy that sets you apart from your competitors, ensures competitive advantage, and enables you to grow in the future on a long-term basis.
After the foundation has been successfully laid, the next step is building out. This phase – metaphorically speaking – bridges the gap between strategy and implementation. We "translate" your omnichannel excellence target picture into a blueprint for your company and your overall commerce architecture.
At the end of your omnichannel initiative, we work with you on implementing the appropriate technologies and, if desired, provide technical and operational support.
diva-e's Omnichannel Fields of Competence
Your holistic omnichannel project should always include all customer touchpoints along the customer journey relevant to your company. Through our different fields of competence, we support you in the customer-centric integration of the various omnichannel topics within your customer journey and enable you to achieve omnichannel excellence.
Regardless of whether it is a cross-competence approach or a selective one, our experts are there to always support you in your project: either in a specific phase or holistically – from the development of the strategy and its operationalization to the implementation of the desired technology.
Already developed an omnichannel strategy or already following a multi-channel approach?
You don't need the big picture?
Our subject-specific and implementation-oriented sprints answer your central questions and solve your key challenges in two- to four-week sprints. We focus on your individual project requirements and together with all important stakeholders on your side we develop a useful concept.
If you can't find the right sprint to fit your issue, feel free to contact us at any time to discuss your specific sprint approach!
In a multichannel strategy, the individual channels and customer contact points are used independently of one another. Cross-channel management is already based on a cross-channel strategy, and content and target groups are coordinated in a targeted manner depending on the respective channel. In both approaches, however, the focus is still on the company and its products.
In an omnichannel strategy, the customer moves to the center of all activities. The overarching goal is to create a customer-centric and seamless, fully integrated customer experience.
In the unified commerce approach, touchpoints interact and interoperate with each other and the various channels are supported by a single platform. As an end-to-end solution, this covers all functions from marketing to fulfillment and is based on a single technology package - also known as a best-of-suite.
As with the omnichannel approach, this enables companies to provide their customers with a seamless customer experience, and to gain a 360-degree view of how they interact with their company.
Omnichannel marketing is essential for businesses today because it helps you create a positive, consistent customer experience for your customers along the entire customer journey across all channels. The ability to address customers more personally as part of omnichannel marketing simultaneously ensures higher customer satisfaction and retention and reduces attrition.
Learn more about omnichannel in general or get in touch with us so that together we can design a customized success strategy and a dedicated roadmap for your path to becoming an omnichannel champion.
A full integration of the business generally affects the entire organization of a company and thus influences the current structures and processes in all areas - online as well as offline. For this reason, the success of omnichannel projects depends to a large extent on the ability to break down divisional silos and unite the diverse interests within the framework of a holistic omnichannel transformation. In order to ensure that all stakeholders understand the framework conditions and objectives of the omnichannel initiative, and to generally increase acceptance, it is therefore essential to involve all affected divisions - Sales & Marketing, Retail Operations, Customer Service, Management & HR, IT, etc. - at an early stage.
Learn more about omnichannel in general or get in touch with us so that together we can design a customized success strategy and a dedicated roadmap for your path to becoming an omnichannel champion.
To create a seamless customer experience, a comprehensive omnichannel platform integrates all your digital and physical touchpoints with your customers into one IT architecture. Technology partners are diverse in this regard, as are the different requirements of the market.
We would be happy to provide you with technology-agnostic advice on platform selection and planning. With us, you will find the right technology partner for your omnichannel project. Always considering the technologies you are already using.
Learn more about our platform consulting or contact us so that we can jointly design a customized success strategy for your path to becoming an omnichannel champion.
The market for omnichannel marketing technologies is as diverse as their areas of application and functions.
As a Transactional Experience Partner, we know the challenges our customers face in deciding on the right solution. In projects, we therefore work with you to focus on your customers and their expectations in order to support you in selecting the most suitable technology and subsequent implementation. Get in touch with us so that together we can find the right technology partner for your project.
Yes, because customers in the service sector, especially those of companies with a high level of advisory effort, also benefit during their customer journey from the transparency created by linking your digital and analog channels. Your employees can address the personal needs of your customers faster, more individually and in a more targeted manner, which means that the exchange with you as a company can be perceived as much more convenient.
Get in touch with us, so we can work with you on designing a customized strategy for success on your path to Omnichannel Excellence.
Yes, because our more than 20 years of experience with digital projects have shown that customer expectations from the B2C sector have always been applied to the B2B sector as well.
Get in touch with us, so we can work with you on designing a customized strategy for success on your path to Digital Commercial Excellence (DCX).
The omnichannel customer journey summarizes the totality of all different, cross-channel contact points of (potential) customers with your company during the pre-purchase, actual purchase, and post-purchase phases. In times of multi-layered needs, desires, preferences, and behavior patterns, however, the individual cycles can no longer be depicted as a predefined, linear process.
According to the Google Excellence Study 2022, the following 5 core principles characterize a positive customer experience:
Flexibility, i.e., the shopping experience is geared to the individual needs of customers and adapts to them accordingly
Consistency, i.e., the user experience is consistent across all touchpoints and proceeds without disruption
Informativeness, i.e., customers have access to all information and instructions relevant to the specific moment throughout the customer journey
Convenience, i.e., regardless of channel, usage patterns, and preferences, the company provides customers with simple and convenient solutions to overcome potential barriers to purchase
Personalization, i.e., the omnichannel shopping experience is based on the needs and preferences of customers and is characterized by personalized content and offers
