Conquering omnichannel and hybrid experiences
María Lucía Villegas
1 min read.
For a long time many industries were going crazy for omnicanality, everyone was talking about how post-pandemic consumers were going to ask for hybrid experiences in which a customer could combine digital channels with physical ones to adjust their purchasing process to their needs in each stage.
So naturally, companies responded to all this fuzz by structuring their own omnichannel strategies, but frankly to this day, there are as many truly effective omnicanality as there are fingers on our hands. There can be many reasons for these strategies to fail, but we think the main reason is that you have to master each channel individually to be able to offer your customers a combined fulfilling experience.
Once each channel is optimized, it’s almost as if the strategy creates itself. Online users will start finding ways to create their own hybrid model, this is where you have to be paying attention to make it easier for them to do so. Start collecting, analyzing data, and making quick decisions to adjust purchasing flows that fit better into what your customers actually want.
This is why it’s so important that companies start owning their technology, so in those iteration cycles, they can have full control over what’s being changed, how and when.