August 9, 2017

Lightning Speed E-commerce

Posted by Arish Ali (View Profile | View All Posts) at 12:25 PM

Lightning Speed E-commerce

Think about the last time you needed to access a service. Perhaps it was to pay a utility bill, pick an internet and phone package, choose an insurance plan, or place an order with your favorite retailer. It's very likely that on each of these occasions you simply reached for that do-it-in-a-minute app on your smartphone. When your employees, partners and customers need to access services or assets within the enterprise ecosystem, would you be surprised if they too instinctively reached for their smartphones? Like you, they too are accustomed to the convenience, speed, addictive ease, and ubiquity of mobile. And that's not all they're counting on.

As customers switch channels, they expect to receive the same quality of user experience they've always associated with your brand. Anything short of that frustrates them - even leading them to bail on a transaction or intended purchase. That's why, beyond the mobile-first approach, it's important to make sure that the experience your brand delivers is uniquely compelling and yet unfailingly consistent throughout a multi-event, multi-channel journey. And why not, if that's what it takes to keep your customers coming back for more, and the competition at bay? The challenge then is around executing a strategy that delivers on this vision.

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October 29, 2015

Why Omnichannel Is the Only Way in Retailing

Posted by Arish Ali (View Profile | View All Posts) at 5:35 AM

Why Omnichannel Is the Only Way in Retailing

There are few things in American pop culture more beloved than the Blue Light Special. Ask anyone in the United States over a certain age about it, and chances are you'll get a smile and some happy childhood memories. The Blue Light Special was one of the greatest retail inventions. In the mid- to late-20th century, shoppers at the discount department store chain K-Mart would see a bright, spinning police light in a certain area of the store that would announce a special sale of a certain item for a very limited time -- for as long as that blue light was on.

Shoppers would rush over to wherever the light was, and even if the sale item was something they didn't necessarily want or need, the spontaneity and limited time of the sale would often influence an on-the-spot purchase. This all might sound quaint in the early 21st century, but the Blue Light Special was not unlike what the online 'flash sale' is like today. The bright light, the limited time, the rush of shoppers trying to get to the merchandise -- it all sounds very 'omnichannel,' doesn't it?

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