In addition, he offers him a discount if he picks up the product in the physical store by presenting a coupon that he attaches to the email. Five channels are used in this process : social networks, telephone, email, online store and physical store. In all steps, the customer feels accompanied and the customer experience is coherent.
Even though the channels are different. While the multichannel strategy uses the media in a disjointed and impersonal way, in the omnichannel the client receives buy email database individualized treatment. He feels that the company thinks of him as a unique person, different from other customers. It will be easier for him to be faithful because he has reasons that he can argue with and emotions that make him feel satisfied.
The omnichannel strategy also has to face its challenges because not all customers are as identified as the one in the previous example. For businesses that have physical and online stores, it is convenient to know if the customer that enters their establishment has been the same one that has previously been related in some way in a digital channel. For example, if you have searched for something in your online store.