Omnichannel vs. multichannel: What’s the difference and who is doing it?...Although both multi and omnichannel involve selling across multiple physical and digital channels, the key difference is how the customer experience is joined up across those channels. A traditional multichannel retailer may have a website and physical stores. These two channels are generally very siloed, and have very little interaction with one another.
Stores will have their own stock and will sell directly to customers, while the website will have its own stock. Items purchased in stores can only be returned in store, and sometimes online orders cannot be returned in-store. As a customer, your online interaction with the retailer is completely separated from your offline interaction. In essence, the online and offline channels are treated as separate businesses.
Today’s consumers do not tend to see a brand in silos. They are likely to have multiple touchpoints with a retailer and expect their customer journey between each touchpoint or channel should be seamless...
Which of these channels of marketing and running of your business are you using? If you are using multichannel have you considered using omnichannel?