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Unified Commerce: Elevating the Customer Experience
April 24, 2019
Research has shown that acquiring a customer is 25 times more expensive than retaining a customer.
So, it follows that, as a business, you should apportion significant resources toward customer retention and earning customer loyalty. This is a much more efficient tactic than always chasing down new customers.
The key to keeping them coming back is to create an unforgettable and frictionless customer experience.
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For businesses that exist across multiple channels—brick-and-mortar stores, mobile sites, eCommerce storefronts—delivering a consistent customer experience is of the utmost importance.
73% of buyers point to customer experience as an important factor in purchasing decisions. This is why more and more organizations are redirecting investment into customer experience innovations.
While having multiple channels is great for a business, if they aren’t linked the customer experience can become disjointed. Which is where unified commerce comes in.
From the outside, it can be indistinguishable from the omnichannel model. All channels have a consistent look and feel with a seamless flow from the customer’s perspective. But, with the unified commerce model, everything in the backend is integrated.
Inventory, accounting, invoicing, point of sale, eCommerce—all integrated.
Without a unified system, what happens at your eCommerce store and what happens at your brick-and-mortar shop are two disconnected sets of events. But, chances are your best customers are visiting both stores and their experience is similarly disconnected.
When your backend is integrated and your channels unified, that customer can have a seamless experience wherever they choose to shop with you. It’s been shown that the customers that purchase most frequently are those that engage with a brand on more channels.
Using a singular payment solution across channels can deliver aggregated data that can inform how to best run your business. It helps you identify how they shop, when they shop, where they shop, what products are popular, what products are not, what processes are working, and where you should invest more in your business.
Further, with an integrated inventory system, your business can avoid discrepancies and ensure that customers can see your entire (accurate) inventory. If you have multiple warehouses, this centralization of payments and inventory can help assure the most efficient shipping methods to get your product to your customer when they need it.
To get to a unified commerce system, you need to start with a single payment processor that can be used across all your channels. We’re happy to be partnered with Square to help deliver this unified solution.
With Square, you can take payments in person, online, and on mobile. You can be safe in the knowledge that Square is PCI and EMV compliant, delivers end-to-end encryption on all payments, and works to detect fraud and minimize your risk.
You also need an experienced developer to bring all your services together into one unified system. That’s us!
To learn more about how you can save time and money by implementing a unified commerce strategy, download the Unified Commerce Guide.
Your team is about to get a whole lot mightier.
If it sounds like we might be a good fit, send us a message. We’ll get back to you within 24 hours. And then we can hit the ground running.