Benefits and Challenges of Omni Channel Strategy in Digital Marketing

MN2325 Digital Marketing

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
Evaluate the benefits and challenges of omni channel strategy in providing enhanced customer
experience...................................................................................................................................1
Demonstrate at which points of the omni-channel journey different brands are and why..........2
Discuss the criteria brands need to consider in tailoring their omni channel strategy................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Digital marketing refers to the use of online platforms to promote product and services to
render them to the ultimate customers. Online platforms include social media, mobiles , websites
and many other channels are used to attract consumers to buy products and acquire services.
Organisations use various strategies in order to gain competitive edge in the market in which it
includes omni channel strategy means marketing, selling and serving customers with a
uninterrupted distribution of product and services on all the channels in order to give its
customers an integrated experience with our brands. It is very important that customers gets a
services equally seamless whether it is through physical mode or virtual mode to drive more
sales and traffic it improves overall experience of the customers. But there are differences in
omni channel and multi channel experiences that user have various communication channels
which diverse its reach while omni channels have few channels but they are connected to provide
seamless experience to its customers (Kautish, and Sharma,2019). In this report an analysis is done
about the benefits and importance of omni channel strategy in enhancing customer experiences
and different criteria used in marketing products and services.
TASK
Evaluate the benefits and challenges of omni channel strategy in providing enhanced
customer experience.
Now a days customer expect uninterrupted services from all the business to get satisfied.
If the businesses fail to provide the services to the customers as per their need they are gonna fail
in the marketplace, so it is very important to have an omni channel strategy as this provides
benefits to both customers and the business.
a) Benefits of omni channel strategy
 Focus on customer value:Omni channel strategies put the customers needs first. As
customers are an important factor for any business to lead a marketplace (Ampountolas,
Shaw, and James, 2019 ). This strategy helps a businessman to provide uninterrupted
services of channels to their customers which derive customer to retain with business for
long. Amazon has derives a market by adopting omni channel strategies by focusing on
its customers needs the alexa feature in their application to purchase through voice and
many other features which is inspiring many other companies as well.
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