An omnichannel commerce experience refers to how consumers feel about a brand as they move through the brand’s multiple but integrated online and in-store sales channels.
When a business takes an omnichannel commerce approach, they establish multiple sales channels that move consumers toward purchasing a product. These channels, which include online ecommerce, brick-and-mortar sales, social media, and more, are all connected, providing the consumer with a consistent, seamless experience as they move from one channel to the next.
An omnichannel commerce experience is how a consumer feels as they interact with that omnichannel strategy. Within the current convenience economy, consumers want quick, easy ways to find, learn about, and purchase products.
Suppose a consumer sees one set of product information on a brand’s app but a different set of product information on the brand’s website. In that case, this might hinder their buying experience.
Consistent product information, easy ways to shift from one device or channel to another, and cohesive branding often forge positive consumer experiences.