Listed below are some key differences between both the channels.
Multichannel: A product centric view
- It is the number of channels that you offer to the customer to be able to make a purchase.
- Think of this approach as a wheel with spokes, where your product is at the center, customer at the boundary of wheel and the spokes are channels that you offer him.
- For example: traditional companies may have a website and physical stores with their products being sold on these two platforms independently.
Omnichannel: A customer centric view
- It is about various channels being unified with one another. What you see/get on one channel is based on how you acted with others.
- This approach is about customer being at the center of the wheel, not the product.
- For example: a customer walks in a physical store and the brand knows his online shopping history as well.
This content was originally published for my TechTuesday’s initiative on LinkedIn.
