Maximizing the Customer Experience by Generating and Managing Simultaneous Customer Engagement
Omnichannel retailing is a term increasingly used to describe the maximization of the customer experience through the variety of communications technologies currently available. International Data Corporation (IDC) defines an omnichannel retailing strategy as “enabling an organizational and technology framework for putting the customer at the center of a retail business strategy”.
However, the growth of online/mobile information and commerce has many retail, auto, and food brands finding challenges in maintaining a physical presence. This paper from Wireless Ronin provides evidence that the in-store experience is still an integral part of the buying process and is one of the most important elements in what we call a Simultaneous Customer Engagement strategy.
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