What Is An Omnichannel Customer Experience And How To Improve It?

Published on:
Wed Sep 07 2022
Customer Experience

In today's world, customers are more connected than ever and they expect a seamless experience across all channels and devices. So how can you adapt to this changing landscape? The key is to offer an omnichannel customer experience that delivers the same level of service no matter what channel your customers use.

What is an omnichannel customer experience?

An omnichannel customer experience is the combination of online and offline customer interactions. It's about the customer experience across all channels, including digital, social media, mobile and in-store.

An omnichannel strategy is important for companies because with omnichannel, companies can engage with their customers wherever they are and whenever they want to be engaged.

For example, If you visit an e-commerce website and find a product you like, you can easily purchase it with minimal friction. Also, you are enjoying the same level of service as if you are standing in line at their store.

Also, If a company has three different channels for online sales (e-commerce site, mobile app, and Amazon marketplace), each channel should look and feel exactly alike so that there aren't any surprises when consumers move from one channel to another or make purchases across multiple channels at once.

According to reports, “Companies with extremely strong omnichannel customer engagement see a 9.5% year-over-year increase in annual revenue, compared to 3.4% for companies with a weak omnichannel customer engagement.”

Why is an omnichannel experience so important?

Customers want the same level of interaction and customer service whether they are shopping on their mobile device or desktop computer or in-store.

Customers expect brands to be available wherever they are and whenever they need them, regardless of what channel or device they’re using.

How to improve your omnichannel customer experience?

1. Create a consistent experience

Consistency is key. When it comes to consistency, you need to make sure your customer knows what to expect.

You should ensure that the experience they have online is similar in every other channel.

And they shouldn't feel that they're having different experiences depending on what device or channel they are using.

Additionally, if you create a consistent experience across channels, your customers also get a positive experience.

2. Give customers the power to switch channels

Omnichannel customer experience is all about giving customers the power to choose how and when customers like to engage with your brand. This includes giving them a choice of channels and letting them choose how they want to interact with you.

To do this, you must provide clear communication about your omnichannel strategy and make sure that it's easy for customers to switch channels.

For example, Starbucks offers a great user experience.

When a customer makes a purchase through the Starbucks card, they receive some reward points for each order. They can access these points through the app, website, in-store, or by a mobile device — and their total rewards points are updated across all channels after each order.

3. Use your data and analytics

It's important to use your data and analytics to measure what is going on in your omnichannel customer experience. You need this information to identify areas for improvement and make data-driven decisions.

Analytics can help you understand the customer journey across different channels and devices. Analytics is important because it helps you understand where they are having trouble or where they may be dropping off their journey.

4. Improve your response time

If you’re not responding to customer messages in less time then it can be harmful to your brand.

Make sure you take advantage of every opportunity to interact with your customers and address visitors on your website.

To make every visitor feel heard and valued, you can employ communication tools like live chat software or chatbots.


As the world becomes more and more digital, it’s increasingly important for businesses to provide customers with an omnichannel experience.

Customers today are no longer satisfied by simply having access to a website or app; they want that the brand or services they are looking for should be available on multiple channels. This means that businesses need to focus on both their online presence as well as their offline interactions—and they need to be consistent across all these channels.

By doing so, companies can create stronger bonds with their customers through an enhanced level of convenience and personalization.

If you are looking to measure and optimize personalized customer experiences, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.