Omni-Channel: How it’s practical in Vietnam!
What Is an Omni-Channel User Experience?
It’s important here to distinguish an omni-channel user experience from a multi-channel user experience. Essentially, it comes down to the depth of the integration.
All omni-channel experiences will use multiple channels, but not all multi-channel experiences are omni-channel. You can have amazing marketing campaign, engaging social media campaigns, and a well-designed website. But if they don’t work together, it’s not omni-channel.
Imagine a full consumer’s journey from online to offline.
Let’s pick up an easy job like groupon services:
People search, interest and buy online vouchers.
Vouchers deliver physically or digitally to end-users.
Store-owners get aware of how many booking/vouchers have been bought.
End-users book to use voucher on a specific day.
End-user come to store, show their voucher and store owner will collect it digitally.
Store owner get money immedietly/digitally.
Who did have inspiring Omni-Channel User Experience?
Although there are a lot of examples in US like Disney, Virgin, or Banks in America, I would like to talk about my personal experience with Starbucks.
I’ve been trying to use Starbuck App since the beginning of 2014. I have to admire their consistent strategy towards omni-channel user experience.
They introduce the app with add value like: free content (music, app, videos…). All of value-added things are updated timely by weeks.
Then, they started to introduce hot vouchers and happy hours.
Biggest move and amazingly available in Vietnam, iBeacon integration for all Starbucks stores. When you are nearly approaching the store, Starbuck notification pops up allowing you to swipe and show your e-wallet (iPhone). You only need to show the e-card for at the register and pay.
This experience is so amazing that will keep you endlessly loop in the circle of brands.
Contact me if you want to design any model like this in Vietnam.
More of my thought @ www.swimano.com