Two weeks before peak season, a retail team I was helping had one job. Stop the slide in repeat purchases and push gift bundles without spamming people. We had email, SMS, push, WhatsApp, paid social, search, site banners, and a small direct mail budget. On a rainy Thursday, the CRM…
Tag: Omnichannel
Designing for channel and journey continuity
Lina spots a sponsored post on Instagram at midnight. Limited-run sneakers. She taps. The mobile site loads, adds her size, and she is halfway through checkout when the baby monitor lights up. Thirty minutes later she is back, opens her laptop, and your site greets her like a stranger. Empty…
Omnichannel and multichannel in practice
Everyone is debating omnichannel and multichannel like it is a theology class. Meanwhile your calendar shows an email send at 9, a Facebook flight at noon, and your store team asking for better signage. That is the gap between slides and the floor. People toss these words in meetings and…