On 20th September, LeadSquared organized a webinar that brought together industry leaders to discuss about Omnichannel Customer Experience and impact of Customer Retention Marketing (CRM) and marketing technologies (MarTech) on enhancing customer experience and the CEO of DAiOM played a key role in it.
The session featured insights from renowned experts in the field, including:
- Saurabh Agrawal, CEO – DAiOM
- Vinitendra Singh, VP of Sales – PetPooja
- Aman Chhabra, Chief of Staff – SleepyCat
- Sridhar Sampat, VP of Strategy – LeadSquared
The Growing Need For Omnichannel: Insights From Sridhar Sampat
The session began with Sridhar Sampat from LeadSquared, who emphasized the growing need for an omni-channel approach to customer experience.
He explained that modern customers expect consistent interactions across different touchpoints, whether they engage with a brand in-store, online, or through mobile apps.
He cited examples from global brands like:
- Disney: Whether you engage with Disney through movies, theme parks, or hotels, the experience is unified and consistent, reinforcing the brand’s identity.
- Target: Target’s integration with Pinterest allows customers to scan products using the app’s Lens feature and locate them in nearby stores, combining online and offline capabilities.
He further emphasized that businesses must have the right technology stack and a cohesive strategy to achieve such seamless experiences.
Omni-channel, he noted, is more than just being present across platforms—it’s about ensuring that customers have a frictionless journey from start to finish.
Evolution of Omnichannel Commerce: Insights From Saurabh Agrawal
Saurabh Agrawal, CEO of DAiOM, highlighted the significant transformation in commerce over the past 10-15 years, particularly in India.
He emphasized how the advent of the internet has reshaped consumer behavior and purchasing patterns, moving from traditional offline commerce to a more integrated online experience.
Saurabh Agrawal defines omnichannel commerce as integrating marketing, sales, and service across platforms for a seamless experience, though challenges remain for high-value products like jewelry.
The shift from offline to online commerce highlights changing consumer behavior where low-cost items are easily purchased online, while higher-value items often require physical inspection.
He emphasized assisted sales with home visits, and company culture playing a crucial role in ensuring that negative in-store experiences don’t hurt online sales efforts.
Evolution of e-commerce and changing customer expectations in India: Insights From Aman Chhabra
Aman Chhabra, Chief of Staff at SleepyCat, shared valuable insights about the evolution of e-commerce and changing customer expectations in India.
He spoke about customers expecting rapid delivery times, and Sleepy Cat have improved their product delivery process to achieve turnaround times under one day.
To enhance customer experience, Sleepy Cat is also expanding offline by opening retail stores for product interaction and collaborating with local delivery partners for faster service in smaller markets.
Utilizing CRM systems allows Sleepy Cat to gain data-driven insights into customer pain points, improving service and operational efficiency.
Consistency in B2B Customer Experience: Insights From Vinitendra Singh
Vinitendra Singh, VP of Sales at PetPooja, offered insights into the challenges of delivering omni-channel customer experiences in the B2B sector.
He spoke about B2B customer journey being a comprehensive experience encompassing sales, post-sale support, and backend operations, where consistency across marketing, sales, and customer service is key to enhancing satisfaction.
According to him, implementing Customer Retention Marketing (CRM) systems in a B2B context can streamline operations, allowing businesses to manage the entire customer journey from a unified platform.
Moreover, an effective backend operation can play a crucial role in keeping customers satisfied, highlighting the need for seamless transitions post-purchase to maintain sustained satisfaction.
Conclusion
The webinar concluded with a consensus among the panelists that businesses need to remain agile in their customer experience strategies.
Their insights reveal a comprehensive understanding of the ongoing evolution in commerce driven by technology and changing consumer behaviors.
The emphasis on omnichannel strategies underscores the need for brands to integrate their marketing, sales, and service efforts across various platforms to meet customer expectations effectively.
As commerce continues to evolve, companies that embrace these changes will be better positioned to thrive in a competitive market landscape.
If you’d like to discuss how we can help enhance your Omnichannel Growth Marketing strategies, we’d be happy to set up a consultation call. Feel free to reach out to us at alibha@daiom.in
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