Omnichannel experience

What do Starbucks, Ikea, Amazon, Under Armour and Disney all have in common? They all have excellent omnichannel experience strategies that have helped them in multiple aspects: from getting in new customers to ensuring customers stay with them long after that first purchase has been made. 

Here’s a quick read, where we’re going to be discussing omnichannel experiences done right, both presales and post sales. Here are examples of brands that have nailed omnichannel customer experiences. 

Why build omnichannel strategies?

Omnichannel strategies

An omnichannel strategy is more than ensuring that your brand has an ecommerce store, a brick and mortar store and a strong social media presence. A great omnichannel strategy involves using all these elements to build a single, well-oiled and seamless purchase experience for your customers.

Here are some of the reasons the top brands all have great strategies ensuring their customers have unmatched omnichannel experiences. 

  • Omnichannel strategies allow you to offer your customers personalized experiences, which, according to a recent study, influence at least 84% of all online purchases. 

  • Omnichannel experiences influence purchasing behavior, including customer engagement, lifetime value and customer loyalty. All of these result in an increase in revenues.

  • Omnichannel experiences continue a lot beyond influencing a sale. A well-planned omnichannel strategy includes post-sales customer service, returns and refund processing, customer feedback, reviews and more, all of which go a long way in increasing customer satisfaction.

Brands with exceptional omnichannel strategies

Let’s now take a look at examples of brands with exceptional omnichannel strategies and what makes their omni channel experiences exceptional. 

We’re going to look at examples of brands that have great pre-sales and post sales omni channel strategies..  

Here are our top five picks for examples of great presales omnichannel strategies.

1. Sweetwater

2. Disney

3. Under Armour

4. Rothy’s

5. Starbucks

The brands we have picked embody the best practices in both pre-sales and post sales omni channel customer experiences. Here is why they are great examples of omnichannel strategies at work.

1. Sweetwater

In store and online support

Sweetwater is a music instruments and pro audio store based in Fort Wayne. However, they have an international online presence, thanks to their ecommerce store. 

Their omnichannel marketing strategy saw them earn revenues of more $1.57 billion in 2022. Here’s how their omnichannel strategy works. 

  • Their stores are loaded with the best gear any musician could want, along with a very knowledgeable staff to help make each customer’s buying experience a pleasure.

  • To continue giving their patrons the same experience online, customers find handy buying guides for every category they may be browsing.

  • Customers also see constant reminders to call or email for further assistance.

  • As a customer gets closer to making a purchase, they are assigned a sales engineer. This sales engineer contacts the customer and learns about their preferences and needs, ensuring they choose the right gear. Customers only need to quote their cart id for sales engineers to pull up their details and help with their purchases.

  • It doesn’t stop here. Once a sale has been made, a sales engineer calls each customer to ensure they have no questions about the product they’ve bought. Customers also immediately receive an email with details about their purchase. 

  • There is another follow-up call that customers receive even after their order has been delivered.

In essence, Sweetwater ensures their customers have consistent experiences, irrespective of whether they are in-store or online. 

2. Disney

Disney has been revolutionizing family entertainment for more than half a century. Now, they’re leveraging top notch omnichannel strategies to ensure their customers have even better experiences. 

  • Once a customer has booked their stay at a Disney World property, they can use the My Disney Experience tool to customize every aspect of their itinerary.

  • Disney’s website is optimized to be fully responsive on all mobile devices as well.

  • Based on their itinerary, customers can use the Disney app to navigate their way around the property and find their favorite attractions. 

  • Disney’s new Magic Band allows customers to take these experiences even further. Customers can use the Magic Band to enter Disney World and Disney Land, unlock their hotel rooms, make purchases and a lot more.

Disney has ensured that their customers can take advantage of technology to make their physical experiences at their properties stress-free and more enjoyable.

3. Under Armour

Under Armour have cemented themselves as one of the leading sports and outdoors lifestyle brands in the US. So much so that 86% of all Americans who live active lifestyles have heard of them, and 30% of them use the brand. Here’s a quick peek at their omnichannel strategy.

  • Under Armour encourages customers to create a profile online, consisting of their preferred physical activities, body type, fitness goals and more. The brand then uses this information along with purchase history to personalize both online and in-store experiences.

  • Customers can purchase Under Armour products online and pick them up from the store. This allows for customers to experience shorter delivery times, and helps them create a better relationship with the brand every time they visit the physical stores. 

  • Under Armour also uses omnichannel engagement to give their customers visibility of stocks across all channels. This allows for customers to have access to their favorite products, irrespective of the channel, and ensures overselling does not happen. 

Under Armour have created the perfect omnichannel customer experience by seamlessly integrating their digital presence with their physical stores, giving their customers an unmatched personalized experience. 

4. Rothy’s

Rothy’s are a fashion and accessories brand that often used recycled materials to create their ware. Here’s why we think they’re a great omnichannel retail example. 

  • Rothy’s started by unifying their approach to customer service. They realized that their customers got different representatives every time they called in, and had to repeat themselves. Simply put, customer care representatives had no way to track previous conversations.

  • To remediate this, the brand started using Gladly, and made sure their customer support team had all customer emails, chats and phone calls available on a single conversation timeline. 

  • As a result, Rothy’s customers can get consistent help irrespective of which channel they use to contact the brand.

  • Rothy’s also extended this omnichannel approach to their returns processing as well. Customers can now choose their method of return, based on their preferences. They could choose to have their return shipped back to the company, or walk into the closest Rothy’s store and process the returns in person. 

  • Omnichannel customer service
  • Rothy’s are a great example of how brands can use omnichannel strategies to improve their customer service and post-sales customer experiences.
  • 5. Starbucks
  • Our final example of exemplary omnichannel strategies is Starbucks, the global coffee shop giant.
    • Starbucks ensured they had access to first party data by offering free wi-fi to customers, just as long as they entered their email addresses to sign in. Starbucks uses this information to offer customers special discounts, inform them about offers and more. 

    • By seamlessly integrating their physical stores with their online store and app, Starbucks enables customers to order their favorite beverages online, and pick them up from the nearest physical store. 

    • Starbucks have successfully improved customer satisfaction and retention by offering customers the perfect match between online and offline experiences.

  • Create amazing post sales omnichannel experiences with Dyrect

    Want to create the perfect post-sales omnichannel experience for your customers? We at Dyrect can help you do just that. Here’s how.
    • Our fast and simple QR code warranty adoption solution gives you access to first-party data. Leverage this data to build meaningful omnichannel experiences for your customers. 

    • Use our no-code builder to help make the process of creating social media engagements, cross selling and upselling a breeze.

    • Use the deep insights into customer behavior, physical location, buying trends and more that we have at your disposal to develop hyper-personalized omnichannel engagements. 

    • Ready to learn more about how Dyrect can help you build the perfect omnichannel post sales experience? Get in touch with our team day, and watch as we work our magic!