A survey by Exotel said that a majority of marketers agree with the statement that customer experience is the new and next competitive battleground. Pic: Pixabay The retail industry was worst affected due to Covid-19 pandemic as it had come to a grinding halt. Post-pandemic, hybrid models are evolving and will continue to see the confluence of digital channels and physical stores. Recently, a survey showed that around 60 per cent of respondents prefer webrooming, which means they are learning about a product on the web and prefer to buy them in-store. Likewise, 54 per cent prefer showrooming, which means they check out a product in-store and buy it over the web. Going forward, marketing is not just about bricks-and-mortar. The changing dynamics show that there is a dire need for synchronization between offline and online marketing to give larger value to the customers. Brands are now working on seamless integration of channels – in store, e-commerce, mobile, social to offer an engaging and personalised experience to the customers. Kamal Kumar, senior sales and marketing professional, Signature Global, said that 2022 saw a significant increase in omnichannel investment. The shift towards omnichannel strategies was driven by evolving customer expectations […]
Marketers investing in digital transformation for creating winning presence
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