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Omnichannel Approach to Meet Retail Customers' Expectations
Abstract
Customer expectations are a set of ideas about a product, service, or brand that a customer holds in their mind. Customer expectations can be influenced by a customers' perception of the product or service and can be created or modified by previous experience, advertising, word of mouth, awareness of competitors, and brand image. Rising expectations and changing customers' needs are shaping the face of modern retail. Whenever customers visit an organized retail store, they expect convenience and a better experience. Omnichannel approach encompasses a business strategy that is intended to offer a magnificent shopping experience across all channels i.e. in-store, mobile, and online. An effective omnichannel retail strategy covers the major areas of contact across all possible communication channels to facilitate seamless, customized customer interaction. An omnichannel experience assures a better customer experience and helps in sustaining customer loyalty in the long run.
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