Are you providing value through an omni channel experience on the same level as these Fortune 500 businesses?An excellent omni channel experience is no longer a “nice to have.” Companies must align their physical products and digital touchpoints with the needs of consumers. The first step is to learn how consumers interact with their brand across channels. Then they’ll need to determine the breadth and depth of integration. This is what makes the difference between a flat multi channel UX and an engaging experience.While this is all fine to discuss in theory, it’s best to see it in action. There are many Fortune 500 companies out there who may talk the talk about becoming omni channel, but only a select few have executed with success.
It may come as no surprise that Disney makes all interactions with their company feel like magic. Overall, they provide a delightful, truly omni channel experience from the very first interaction. Their website is responsive and is equally as robust on mobile as it is on desktop. Visitors can plan an entire Disney trip on a smartphone or tablet and can then use the mobile app to find their way around attractions.The Disney MagicBands, a tech studded wristband, act as a hotel room key, currency, photo storage device, and can even order food. It is the only item you need when physically attending one of their parks. Everything works seamlessly and makes the amusement park experience that much more delightful.At the end of the day, Disney and its Board of Directors signed off on the $1 billion cost of deploying the full system and placed a huge bet on the technology. The stylish, simple, and easy-to-use wristbands have been a boon to the company.
Starbucks has seen great success with its omni channel experience. Their Starbucks app has incorporated mobile payment technology with its own rewards programs. With 16 million active users, Starbucks is now clocking 9 million mobile payments per week.The ease at which you can add and reload your payment info is what makes the experience stand out. Changing this info on one channel immediately updates the info across all other channels. This type of real-time, at-your-service feature is unparalleled in the retail space.
Bank of America has a customer-centered model, agnostic of channel that’s resonating across the banking industry. Their current digital touch points allow for check depositing, bill payment, and appointment scheduling. All of the experiences are dynamic and seamlessly integrated across desktop and mobile.Research from Google has shown that 98% of Americans switch between devices on a daily basis. Furthermore, for those 46% who manage their finances online, it is crucial to ensure a connected experience.Bank of America continues to work towards adding new functionality to meet customer’s banking needs. In turn, their customers take comfort in knowing the company is committed to creating a user-centric digital experience.
For those firms who have struggled to find their omni channel way, here are some principles to follow:
You don’t need to be a Fortune 500 company to delight customers. Start by getting to know your customers inside and out and find out how they interact with your brand. From there, you can deliver the kind of omni channel experiences that will transform your business into a paragon of success.