Section One - eCommerce What is the difference between omni-channel and multi-channel retailing. There is some ambiguity with the difference between omni-channel and multi-channel retailing. If you step back and look at the root word, "multi" means many while "omni" means all. In my mind, that is the best way to explain the differences. Multi-channel retailing is the practice of selling products to customers through more than one distribution channel (e.g, in-store and online). The customer experience can be and is often different between the two channels. An example would be if a company features an eCommerce store and a brick and mortar store. At times the only similarity in selling in both places is that the name on the door is the same and the logo is similar. Omni-channel retailers seek to provide a consistent (as possible) customer experience while retailing through any number of distribution channels simultaneously. Retailers achieve the "omni-channel" designation by having a single view of the customer and product. An example is using a single database from which data is aggregated from multiple selling segments. This usually means avoids having multiple customer, product, promotion, pricing, content, etc databases for consistency and reporting of that single view. Customers are tracked simultaneously across all channels.…
Question 1: What is the Difference Between Omni-Channel and Multichannel Retailing?
Selling in two or more distribution channels.
The CUX can be and is often different.
Example: eCommerce vs Brick and Mortar
Company: Savannah Bee Company
Selling in two or more distribution channels
A single view of the customer
A single brand voice and CUX
Example: a gift card