When we think of digital solution providers, you can think of the web and mobile app, but the next generation of providers is about interactive solutions that your customers can control and engage with. Enter the Omnichannel providers, a formulation of what old-school agencies used to do and farm out anything they were not at. Of course, this caused management issues as rarely were they connected or supported consistently.

Omnichannel Provider


Now, True Omnichannel providers give customers a consistent way to manage all touchpoints that let people explore in whatever device they choose. However, not all Omnichannel providers are the same. Omnichannel is not just about using different channels beyond voice; it’s about giving clients the option to choose how they want to get in touch with your brand.

A basic omnichannel strategy is the culmination of synchronized back-end systems that provide a consistent experience to the customer at each touchpoint. A supercharged omnichannel experience is an investment in digital kiosks and signage and mobile experience that help combine data channels, increase sales and increase customer satisfaction.

At the end of the day, users do not differentiate between one channel and the next, and neither should you. Channels should work together to provide uniform customer service. Make the customer feel as if it was the same agent who was communicating across the various channels. 

So, how do you choose the right omnichannel provider? 

First of all, you need a provider with experience creating effective omnichannel. It’s not the same to install kiosks, a digital display or build a custom app – as well as to provide an integrated solution to your business. 

Your provider has to be able to plan, build and integrate your actual channels. They must also have the hardware, software, mobile and integration to your data platforms, to ensure everything works consistently. Ideally, with a platform that works as your business does. It’s important that the platform is able to provide a multi-data, device and social media marketing solution for Customer Experience, inclusive of content management and asset control to build stronger connections with the brand, customer satisfaction, and revenue opportunities.


For example; Omni Analytics is an open-source connection tool that allows you to use a multitude of services, third-party and dashboards specially built for Omnichannel usage tracking. Customized to understand customer usage patterns, how they were acquired, how long they stayed in location and even deeper demographic recognition tools (Facial Recognition). A true Omnichannel solution should provide both 3rd and 1st party integrations that can extend across each product set. Recap on key Omnichannel providers.

• Provides a cloud-based Omnichannel platform that controls Kiosk, Digital Signage, Mobile and Web applications.
• Has direct integrations into your existing systems CRM, CMS, PoS, PMS etc.
• Has experience with integrations to your core systems and understand architecture to get them talking
• Provides a host of 1st party and 3rd party plugins to help enhance each product
• Allows you to share digital assets across each product Kiosk, Digital Signage and Mobile seamlessly
• Provides full analytic and backend reporting to substantiate the many new points of data you can control


Are you ready to select your omnichannel provider? 

If you have questions, we have answers. Contact us and we will help you formulize a solution that fits your needs and goals. We love what we do and are here to help you find a solution that complements your existing systems, affordably and quickly. 

[email protected]

Menu Boards, Video Walls, and Self service Kiosk are no longer a high-tech luxury but are now an integral part of the quick-service restaurant industry. No longer simply about how technology is engaging guests like never before. Technology can light up both the dining room and the drive-thru with eye-catching graphics and customer engagement content.

From menu boards to standalone kiosks, digital displays improve efficiency and sales and offer a great return on investment. These signs also improve restaurant life by making the ordering process easier for customers and wait for staff while making signage changes for limited time offers and dayparts simpler.

These technology resources can help you capture sales, improve guest retention, and make restaurants more productive.

Need further proof? Consider that:

  • At many QSRs (Quick Service Restaurant) more than 70 percent of purchases happen at the drive-through.
  • 88 percent of all diners would prefer self-service menu boards at the table.
  • 47 percent of QSR diners prefer self-service technology to customize orders.

Personalized Experience Driven by Specialized Content

Adaptive digital menu boards and self-service kiosks are capable of personalizing content based on a wide range of information that QSR operators have access to, such as local events, restaurant traffic and inventory that needs to be moved.

With this type of information at hand, QSRs can connect digital menu boards to consumers via their mobile devices or other opt-in services and then start offering personalization based on frequently ordered items. They can also offer specialized coupons or deals that reflect what customers are actually interested in, based on their current or past ordering patterns. Another big plus: QSRs can also offer menu items that are season- or holiday-based.

Mobile Payments

Mobile technology is carving out space in the restaurant industry one tablet at a time, but there are further applications aside from replacing traditional cash registers. Most people are extremely attached to their phones, so there’s the logic behind incorporating mobile payments and other mobile solutions into a restaurant’s business model.

According to some, the question of utilizing mobile payments is not one of if but when. In 2017, the use of mobile payments grew 75%, especially within quick-service establishments. For a consumer, the ability to order and pay from a mobile device speeds up the process dramatically.

Prediction:

Given this information, we predict that implementation of mobile POS systems and ordering kiosks in restaurants will increase by at least 30% in 2019.

Since 95% of restaurateurs agree that restaurant tech improves their business efficiency and 65% of customers use an ordering kiosk when it is presented to them, then switch to a mobile POS software or the implementation of an ordering kiosk is a no brainer.

In addition, 73% of diners agree that restaurant technology improves their guest experience. More specifically, 61% agree that handheld tablets similar to Toast’s new Toast Go improve the dining experience.

The face of the restaurant industry may be changing, but there will always be a market for more traditional experiences. The beauty of restaurant technology is that it can be as unobtrusive or as customer-facing as you want. The fact that restaurants now have so many technology options provides a multitude of ways in which restaurants can grow their business without spending a lot of money or losing customers. The mobile technology trend places control in the literal hands of restaurant servers and customers.

Send us an email and we’ll be more than happy to share with you what we have done and how we can help you accomplish your marketing goals [email protected]

The visitor center traffic is decreasing, the next generation of traveler doesn’t see the value in the VIC as with previous generations. Utilizing their phones to give them direction and recommendations for travel is now a commonplace. Just as with retail, there is a huge shift in the way consumers interact with brands and this is no different with travel. In retail, for many years it was known as the death of brick and mortar, but we all know that is not actually the case, it’s the evolution of these industries and if you don’t evolve you die.

Visitor Centers into Experience Centers

One of the problems we are seeing is visitor centers are waiting too long to evolve, and with this delay and the increase in technology adoption cycles if they don’t change fast it will be too late.  Communities and even visitors still want the VIC, they just want it to evolve in their terms just like retail.

The economics of the visitor center like retail don’t make sense unless you have a plan to be relevant and connect with your consumer. In retail, it’s called conversation rates and it’s studied extensively to ensure its at min. of 25% level. However, to understand how to better engage, you must implement some traditional and digital tools to help evolve your centers.   Let’s take an example from retail to help guide us. The items below focus on retail, but many learning lessons can be had from design, engagement tool to staff training.

See some of our other blogs on Visitor Center technology and solutions you can implement to attract the next generation of traveler.  As well a good article on studies on this topic. https://destinationthink.com/visitor-centre-4-criteria-can-help/

Ways to Increase Conversion

Reference: https://www.vendhq.com/blog/increase-conversion-rate-retail/

  1. Set up your store for success.

The very first thing you’ll want to look at is how your store is set up. Where are the displays? 

Here are some ideas:

  • Use your “power wall” wisely. If you’re in the US (or a country where people drive on the right side of the road), use your right wall to make a big statement, because customers naturally turn to the right when they walk in. 
  • Remove excess merchandise from the floor (i.e., only have one of each size or product on the floor) to keep the store from looking cluttered.  This is a good example of brochure walls, organize them and keep them lean start pushing more toward digital content
  • Mind your decompression zonewhich is the first 5 to 15 feet inside your front door. Shoppers who are in this part of your store are prone to distractions, which is why most experts agree that retailers should keep the decompression zone simple and uncluttered. Avoid placing too many products or fixtures in this area, as people will likely just walk right by them.
  1. Hide your queue.

Customers can be easily spooked if they see a lengthy queue. The good news is that there are a number of ways to fix this.

  • Put your registers in the back. You’ll notice that many stores do this. New York & Co., for instance, places their registers at the center-back of the store by the fitting rooms. 
    • This could mean opening up your center to allow easy connection points and utilizing technology while people wait in line.
  • Get rid of the registers all together and go mobile. By allowing your employees to ring customers anywhere on the floor, you’ll get rid of your queue altogether.
    • This could mean Kiosks, or Touch experiences as well as a combination of tablet devices to help visitors in new ways.
  1. Staff according to traffic, not just sales.

Many stores will schedule their staff, according to hours where the most sales are made, rather than the amount of traffic walking through the door. By switching to heavily staffing when there are many customers in the store, your employees will be able to more effectively help everybody, which will likely result in an uptick in sales.

  1. Recognize that your employees play a huge role in boosting conversions.

This point is part and parcel of the previous point. Not only do you need to be well-staffed, but it’s essential that you train your employees well. In terms of increasing your conversion rate, there are some important things your staff can be taught to do:

  • Have them greet and engage each and every customer in the store.

An easy method to ensure that your staff is greeting everyone is to have someone work the front zone specifically to greet people.

  • Train your staff on how to prompt customers to share what they’re looking for.

The bulk of this is to ensure that they don’t ask yes or no questions. For instance, “Can I help you find something?” will most often be met with “No.” But “What are you looking for today?” requires the shopper to engage with the question a bit more, even if the answer is negative.

  • Put in the effort — and mean it.

Once your staff member has identified the customer’s wants/needs, train them to go above and beyond in solving these problems. When your employees are putting in a huge amount of effort, they will most likely come up with a great solution. 

  1. Give free samples, nibbles, or drinks.

Ever wonder why Costco has made free samples a part of their business model? It’s for a number of reasons, but the main one is that, as Dan Ariely, a Duke University behavioral economist, says, “Reciprocity is a very, very strong instinct.” Basically, when Costco gives you a free sample, you feel obliged to do something for them. Ariely also points out that free samples remind you of cravings you have, making you want to buy what you just sampled.

If you’re selling something that can’t be given away as samples, then find something else to offer. Several retailers are now serving drinks to get people to come in and linger.

  • Think about special maps, hiking guides, things for kids or animals
  1. Use social proof.

Social proof means showing your customers that other people have bought or want to buy your products. The most obvious example is when an online store offers reviews of a product on its page. You can replicate this in your store as well!

  • Look at ways to engage visitors through UGC or ways to show them other people or families enjoying this experience
    • Ratings and reviews are not a bad way either

In Amazon’s physical locations, for instance, each printed product tag contains a snippet of a highly starred review from their website, clearly demonstrating that others have bought and loved the product. McDonald’s offers another option: tell your customers how many people have bought from you. 

  1. Get customers to invest time with you.

The more time a customer spends in your store, the more likely they are to purchase something. The Wall Street Journal actually says that you can see up to a 40% sales increase from encouraging your customers to hang around. How to effectively encourage your shoppers to linger, so here are the highlights:

  • Offer amenities to make shopping easier and more fun. Rebecca’s Herbal Apothecary & Supply, for instance, has a children’s corner in the back of the store for parents shopping with kids. Happy kids = happy shoppers, after all. 
  • Train your employees to help your customers spend time in the store. Jumping back up that winery example, part of educating customers about your wine is giving out awesome free education, but another part is that the more the employee converses with the customer, the more time the customer has invested in that winery.
  • Visitor Center option is to provide free itinerary building, trail guides or ways to get the most of the time they have
  • As well saving them money with coupons, or discount ticketing gets them engaged with your local offerings
  1. Use technology to improve your experience

Allowing customers to connect in the manner they like is core to any retail-based organization, allowing kiosk look up of inventory items or visuals and videos of people interacting with products increases engagement by over 50%.   Utilizing options for mobile engagement allowing customers to search their phones connected to your inventory and giving them reasons to build points or rewards will allow you to get more favor. Finally providing traditional models that allow your staff to engage on the floor or behind the counter using tablets and technology that make the experience faster and more personalized.

Douglas Ralston Profile

Written by Doug Ralston, an omnichannel technology pioneer, and hotel owner.

The user experience within the purchasing decisions are taking priority in today’s marketing strategies, so nowadays it’s important to integrate the different marketing channels and consolidate them in Omnichannels, but what is the best way to integrate the marketing channels with which your brand counts? Here we will give you the keys you should consider to have a well planned Omnichannel for an effective marketing strategy.

Image result for marketing channels

Whether your proposition is online, in-store or multi-channel, you have to remember that consumers don’t think in terms of channels; they think in terms of shopping experiences. They don’t know or care if it’s mobile, online or offline – they think in terms of a single interaction with a brand, and they simply want an informative, simple, seamless buying experience.

These experiences are defined by brand expectations, and as marketers, we must manage these expectations; delivering great retail experiences. But organizational structure can be the block to implementing the omnichannel process, as it was in the days of CRM. Straddling the traditional marketing and IT departments should be a Chief Customer Officer, whose role it is to think only about what the customer actually wants and the organizations tasks to deliver it – because if your marketing is led by IT and their project list of available functionality, it forces your business into a purely sales-based funnel; and that’s where opportunities are missed.

What defines a great omni-channel experience? 

Essentially, it’s about connecting your brand proposition (whether it’s price, service, experience or product range), with what your customers want. And they want ease and accessibility and the ability to take all their interactions with them so they don’t have to restart conversations all over again online or in-store. They don’t want to be presented with information that’s wrong or out of date; they want accuracy from touchpoint to touchpoint.

How do you create a complete omnichannel experience?

Omnichannel is about true continuity of your experience. But what’s key is that it extends beyond a single brand’s universe. Being omniscient is perceiving and understanding all things. Omni is perceiving all things. And the best way for a customer to perceive everything is to allow them to own their data and experience, then give them the ability to use it to guide creation and context of every future experience.

  • Customer Communication Marketing (CCM) 
  • Customer Experience (CX) 
  • Multi-Device Control and Management.
  • Open integration with Existing CRM, CMS, and Social Data sources.
  • Centralized content, social and localized info by store, property or destination.

OMNI built modules that easily integrate into any of our product lines, and extend out tools to existing products that drive deeper engagement into Mobile, Touch, Display, Web, and Social. Need to create or integrate your marketing channels? Omniexperience can bring you the most complete solution.