The term “omnichannel” was mostly used by big brands like Amazon or Apple a few years ago. Back then, it sounded like something fancy, only for famous brands. But things have changed a lot since then.
Now, omnichannel isn’t just for large brands; it’s something every brand needs to grow and succeed. But, creating a strong omnichannel strategy isn’t simple.
Read more – Bridging Online and Offline: The Omnichannel Approach
It requires blending online and offline experiences seamlessly, gathering and using customer data smartly, and being flexible in a world that’s always changing.
At DAiOM, we’ve seen how hard it can be for brands to create a smooth experience across different customer touchpoints. But we’ve also helped brands of all sizes connect online and offline, allowing them to reach more customers, build trust, and grow their brands faster.
Based on what we’ve seen, brands like Decathlon, Giva, and CaratLane are doing a great job with their omnichannel strategies. We’ve put together an overview of how these brands are growing their omnichannel approach, based on some reports and research we’ve done.
The omnichannel experience is about creating meaningful connections with your customers, regardless of the platform or device they use.
Table of Contents
1. Expansion of Offline Presence
In 2023, the number of D2C (direct-to-consumer) brands opening physical stores in India grew by 60%. This trend shows that brands want a strong presence in key retail markets.
These stores are also getting larger, with the average size increasing by 59%, from 730 sq. ft. in 2022 to 1,160 sq. ft. in 2023. Brands understand that physical stores help build trust, engage customers, and offer unique shopping experiences.
Read more – Crafting Winning O2O Strategies for Omnichannel Growth
1.1. The Ongoing Importance of Physical Stores
Even with the growth of online shopping, physical stores are still essential. For high-end products, they provide a hands-on experience that online shopping can’t match. Pop-up stores and experiential centers give brands a chance to connect with customers and generate excitement for new releases.
Here are some great examples of brands successfully connecting the digital and physical worlds:
1.1 CaratLane (Online-to-Offline)
CaratLane has brought digital innovation into a traditional industry and are making buying jewelry both exciting and trustworthy through virtual try-ons, consistent cross-channel displays, interactive in-store screens, and a seamless click-and-buy option for effortless purchases.
Read more – CaratLane’s Omnichannel Journey: Redefining the Future of Jewellery Shopping
1.2 Lenskart (Online-to-Offline)
Lenskart simplifies eyewear shopping with buy-anywhere-return-anywhere flexibility, synced supply chain operations, advanced supply chain tech, in-store digital displays, an assistance feature on their app, and a try-and-buy option for online purchases.
1.3 Giva (Online-to-Offline)
Giva enhances jewelry shopping with virtual try-ons, personalized in-store consultations, consistent cross-channel experiences, and a lifetime replating service for lasting value.
1.4 Nykaa (Online-to-Offline)
Nykaa integrates online and offline experiences with 40 fulfillment centers across cities for faster deliveries, virtual Try-On features on the app, and Endless Aisle digital catalogs in-store.
1.5 Snitch (Online-to-Offline)
Snitch connects its online and offline channels with smart integration, enabling browsing, stock checks, and seamless shopping across platforms. Real-time inventory updates and personalized in-store experiences further improves customer satisfaction.
1.6 Souled Store (Online-to-Offline)
Souled Store merges online and offline shopping seamlessly with an extensive range of trendy apparel and accessories. Customers can explore the online catalog, check store availability, and enjoy a smooth in-store experience with easy returns and exchanges. The brand also offers personalized in-store experiences and exclusive collections, ensuring a cohesive, omnichannel shopping journey for every customer.
2. The Shift from Offline to Online
Many traditional brands have made the move to online retail to reach more customers. This shift mainly happened during the pandemic, as more people began shopping online.
Going digital allowed these brands to connect with a wider audience, offer a more convenient shopping experience, and gain insights into customer behavior to enhance their offerings.
With online shopping continuing to grow, here are some examples of brands that successfully made the move from offline to online:
2.1 Decathlon (Offline-to-Online)
Decathlon improves customer experience through omnichannel strategies, offering community zones in stores, self-checkout counters, and AI-driven product recommendations.
The brand focuses on hyper-personalization and organized store layouts for easier navigation. Additionally, Decathlon optimizes its supply chain for efficient inventory management and delivery, ensuring a seamless shopping experience.
Read more – Decathlon’s Omni Channel with Endless Aisle powered by QR
The goal of the day is not to have made the biggest turnover, but to see our customers coming back in six months, in a year.
2.2 Fabindia
Fabindia has adopted omni-channel retail by connecting its online and offline inventories. This integration lets customers shop online and pick up items in-store, or discover products in physical stores and place online orders for home delivery.
2.3 Bata
Bata has integrated omnichannel retail into its strategy to enhance customer experience. Through its Bata Club on WhatsApp, customers can shop from nearby stores via chat, call, or video, with home delivery available within hours. Its experiential stores offer a smooth experience, where products out of stock can be delivered directly to homes.
The From Anywhere to Anywhere (FA2A) program enables customers to order products from any store, even if out of stock locally, and have them delivered to their doorstep. Bata also offers easy online returns, allowing customers to exchange faulty or ill-fitting products in-store.
3. Conclusion
These brands show us that omnichannel isn’t just a trend – it’s the future of customer engagement. Whether you’re in sports, eyewear, skincare, or fashion, your customers are everywhere, and they expect a seamless experience.
These brands have found innovative ways to combine the best of digital and physical experiences, and by doing so, they’re creating stronger, lasting relationships with their customers.
If you’d like to discuss how we can help enhance and optimize your Omnichannel, Retention and growth marketing strategies, we’d be happy to set up a consultation call. Feel free to reach out to us at alibha@daiom.in
For more informative content and blog, follow and stay tuned to DAiOM.
Subscribe to our NEWSLETTER!