Omnichannel Retailing: Top 5 Brands Who Are Doing it Right

Have you ever experienced going to your favourite cafe and the barista knows your name and order, without you saying it? What if you could have that same experience on your phone, with the app or on the website of your favourite café?

In the Indian market, B2B omnichannel retailing has emerged as one of the must-do’s with the rise of digital commence. Latest research shows that companies using omnichannel strategies witness higher customer retention rates year over year compared to companies that don’t. In this blog, we take a deep dive to look at how these five standout brands are nailing B2B omnichannel retailing.

Omnichannel retailing is a sales strategy or customer service that provides customers with a seamless and integrated experience over various platforms. Whether customers shop online through a mobile device a laptop or in a store, the experience is consistent and cohesive. The strategy interlinks all channels by creating unified customer profiles, synchronised inventory, and activity continuity. In other words, omnichannel retailing attempts to establish one fluid, personalised journey for the customer in which contacts with the brand are easy and effective at any time, however, and wherever they may take place.

B2B Omnichannel Retailing Strategies: Top 5 Brands

Apple Inc. is a technology hub. It designs, manufactures, and sells consumer electronics, software, and online services.

Apple’s Omnichannel Retailing Strategy

2. Ultrahuman:

Ultrahuman’s Omnichannel Retailing Strategy

Want to learn more about omnichannel retailing? visit B2B Omnichannel Retailing: 9 Trends to Watch Out for in 2024

Turtle Wax is an American brand that is famous for providing its customers with car care products. These products are found in a wide range such as cleaning, polishing, and protective solutions for various vehicle surfaces like paint, glass, metal, and leather​. Some of the most renowned products by Turtle Wax include its infamous "Hybrid Solutions" line features new formulas, with ceramic and graphene additives for protection and shine. Turtle wax has been in the industry for over eight decades and the company’s commitment to research, quality, and innovation are the main reasons why consumers not just everyday consumers but also automotive professionals prefer using Turtle wax.

Turtle Wax perfectly uses its omnichannel retailing to provide a seamless customer experience across its online and in-store channels. Customers can freely research products online and read reviews before finally purchasing either in-store or vice versa. This approach caters to flexibility and convenience for the modern consumer, where customers need to have interactions with the brand tailored to serve their best interests. Turtle Wax uses customer data from multiple touchpoints to come up with personalized suggestions and offers. For example, customized emails or in-app push notifications can be sent to customers with car care product recommendations based on their purchase or browsing history. This method not only helps in attracting new customers who might be searching for products for their car care but also in keeping the customers engaged through the notifications of offers in the app or mail. 

4. Acer:

Acer’s Omnichannel Retailing Strategy

Acer has in place excellent systems of inventory management to support an omnichannel operation. These provide real-time visibility into stock levels, available through various channels, thus eliminating risks of overstocking or stockouts. This consignment model ensures the efficiency of inventory management since the customer's expectations will be met and the orders will be fulfilled on time. Such kind of technology places Acer ahead and allows them to give elite experiences to their customers. Acer is yet another example of how the correct use of omnichannel retailing is a great way to not only attract customers but also to increase a company’s reputation.

Nykaa is an Indian e-commerce company that operates on the model of selling beauty, wellness, and fashion products. The platform was founded in 2012 by Falguni Nayar, an investment banker who left her job to create an e-commerce portal. Today, it has grown to be one of the key businesses in the Indian beauty and fashion market. Nykaa engages with its customer base through the Nykaa Network—an online community for beauty and fashion—and the Beauty Book, a beauty and fashion magazine​.

The famous fashion beauty brand is a great example of why companies should invest in their omnichannel. Nykaa has over 100 physical stores across 38 cities in India, which includes Nykaa Luxe and Nykaa On Trend. These stores provide customers with a sampling of products and expert beauty consultations. This physical presence is building not only a more resilient distribution network but also creates the possibility of hyperlocal delivery for an improved shopping experience​. The website and mobile application of Nykaa are user-friendly, providing a smooth, hassle-free shopping experience. The websites are designed to easily browse, select, and buy products.