Technology today has provided the hospitality and retail industries with an endless array of omnichannel engagement options for communicating with customers, from Tweets and push notifications to emails and face-to-face interactions.
But as the ease of reaching customers has increased, so too have customer expectations regarding the quality of that communication.
In the restaurant world, an omnichannel experience refers to providing a cohesive experience when it comes to branding, ordering, and payment. A customer ordering online and picking up in store shouldn’t experience any hiccups caused by miscommunication between an ordering app and a restaurant, for example. It’s your job to make the entire experience seamless.