Multi Channel Integration

80% of shoppers are more likely to do business with a retailer who offers them easy and flexible interaction across all channels by means of Multi Channel Integration. At the same time, 70% of all retailers find cross-channel customers more profitable because they spend more. These sobering facts, unearthed in a recent NCR poll, represent a clear wake-up call for the retailer who has not yet taken up the clear challenges of Multi Channel Integration.

The primary aim of Multi Channel Integration is to provide customers with a consistent experience that boosts their loyalty and has a positive impact on the bottom line. However, in order to achieve effective Multi Channel Integration, it is important to firstly gain a single 360o view of the customer in terms of understanding what they are doing. Secondly, the need exists to establish a single source of data for pricing and product information. Without these twin pillars of knowledge, it is hard to countenance the prospect of delivering consistent service, merchandising and marketing content across all channels.

Indeed, it’s a fact that Multi Channel Integration was already a challenge when retailers had to manage only stores, web and mail order channels. Today there are numerous other channels that need to be brought into the compass of Multi Channel Integration including; kiosk, mobile, social networks and other more interactive forms of company messaging through online gaming like Xbox Live.

Yet many retailers have so far only scratched the surface of Multi Channel Integration in terms of connecting their stores with their Web sites and their call centres. Now, with an ever-increasing number of channels at their disposal to reach customers, retailers contemplating the challenges of Multi Channel Integration will find there is still much more to do before they can achieve that Holy Grail.

Find out more about Maginus Multi Channel Commerce and how customers such as Cath Kidston, Hawkins Bazaar and Co-op Electrical benefit from Maginus Multi Channel Solutions.