{"id":3510,"date":"2022-04-15T20:56:18","date_gmt":"2022-04-15T20:56:18","guid":{"rendered":"https:\/\/new.rithum.com\/blog\/uncategorized\/how-to-provide-extraordinary-customer-experiences-across-multiple-channels\/"},"modified":"2022-04-15T20:56:18","modified_gmt":"2022-04-15T20:56:18","slug":"how-to-provide-extraordinary-customer-experiences-across-multiple-channels","status":"publish","type":"post","link":"https:\/\/www.rithum.com\/blog\/how-to-provide-extraordinary-customer-experiences-across-multiple-channels\/","title":{"rendered":"How to Provide Extraordinary Customer Experiences Across Multiple Channels"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 3<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><p><span style=\"font-weight: 400;\">Adopting a multichannel strategy is one of the most effective ways to grow your business. In fact, multichannel selling is expected to <\/span><a href=\"https:\/\/www.statista.com\/statistics\/483982\/multichannel-e-commerce-sales-united-states\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">exceed $491 billion<\/span><\/a><span style=\"font-weight: 400;\"> in the U.S. alone this year. But expanding across channels and geographies is challenging when each one has its own requirements, audience, and tone. <\/span><a href=\"https:\/\/www.rithum.com\/solutions\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Multichannel commerce<\/span><\/a><span style=\"font-weight: 400;\"> and fulfillment solutions can help.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We recently joined Rithum partners, <\/span><a href=\"https:\/\/www.rithum.com\/about\/partners\/edesk\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">eDesk<\/span><\/a> <span style=\"font-weight: 400;\">and <\/span><a href=\"https:\/\/supplychain.amazon.com\/?utm_source=blog&amp;utm_medium=referral&amp;utm_campaign=edesk_ca_blog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Amazon Multi-Channel Fulfillment (MCF)<\/span><\/a><span style=\"font-weight: 400;\">, for a webinar on <\/span><a href=\"https:\/\/www.rithum.com\/resources\/library-webinars\/how-to-provide-an-extraordinary-multichannel-commerce-experience\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">How to Provide an Extraordinary Multichannel Customer Experience<\/span><\/a><span style=\"font-weight: 400;\">, featuring:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Alison Held, Senior Product Manager at Rithum<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Abhi Tiwari, Director of Product Management and Technology at Amazon Multi-Channel Fulfillment\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Darren Heaphy, Head of Product at eDesk<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Can you add more channels and still provide stellar experiences \u2014 without subtracting from the bottom line? These panelists believe it\u2019s possible with the right strategy.<\/span><\/p>\n<h2><b>What the Best Sellers Do<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">\u201cIt\u2019s important to listen to your customers and be where they are,\u201d said Heaphy. \u201cBuyers rarely stick to just one channel when shopping, and sellers need to bring their products to where their customers are.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To effectively scale e-commerce without sacrificing the customer experience, the most successful multichannel sellers:<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>1. Intentionally assess<\/b><span style=\"font-weight: 400;\"> how their brand is represented online.<\/span><br \/>\n<span style=\"font-weight: 400;\">Create a unified story across a number of buyer touchpoints. Stay true to your brand, but tailor your presence for each channel, whether it&#8217;s your web store or Instagram.\u00a0<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>2. Market a diversified portfolio.<br \/>\n<\/b>Market products that cover as much of the e-c<span style=\"font-weight: 400;\">ommerce journey as possible. Maximize your brand exposure online by selecting specific products to meet the needs of different audiences across multiple channels.\u00a0<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>3. Grow<\/b><span style=\"font-weight: 400;\"> without forfeiting ope<\/span>rational excellence.<br \/>\nRemove friction where possible to allow and support<span style=\"font-weight: 400;\"> new selling channels, products and geographies. Invest in systems that support your ability to easily update branded content, product data quantities, fulfillment partners and customer service queries so each additional channel you add isn\u2019t incrementally more expensive.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.rithum.com\/success-stories\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Rithum\u2019s most successful customers<\/span><\/a><span style=\"font-weight: 400;\"> sell on at least five channels on average (and sometimes they\u2019re not even the biggest marketplaces). We\u2019ve even seen an increase in year-over-year growth for what we call \u201clong tail marketplaces\u201d or those that are typically for more niche product verticals or categories.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cIf you&#8217;re only in a single channel and not experimenting or understanding where other sources of demand are, you can get left behind or miss some opportunity,\u201d said Held.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Retailers can even expand with Amazon\u2019s help using Amazon Multi-Channel Fulfillment (MCF). This service provides fast, reliable order fulfillment for any channel. MCF also has features to help manage each channel\u2019s different requirements.\u00a0<\/span><\/p>\n<h2><b>Multi-channel Selling Challenges<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As beneficial as multichannel selling is, it\u2019s not without its challenges. Sellers must address how to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Manage inventory across channels<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Adhere to different marketplace requirements<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide adequate customer support for different audiences<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Account for lead times in new regions\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Anticipate demand increases from the new channel<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Prepare for tax implications and business considerations ahead of time<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Expanding to new regions and marketplaces also requires consistency in customer experiences. Whereas multichannel merchants sell across multiple platforms, an omni-channel strategy takes it a step further by creating an interconnected ecosystem of touchpoints that all converge to support one consistent shopping journey.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To scale while sustaining positive customer experiences, provide a unified look and feel across all the channels you market on so consumers immediately recognize the brand style, values, and traits of your shop. Additionally, the right digital infrastructure makes it easy to tie all your channels together and handle the complexities that come with different marketplaces.\u00a0<\/span><\/p>\n<h2><b>Why Haven\u2019t You Expanded Yet?\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Multichannel expansion is a great growth opportunity for anyone in the e-commerce space. If you haven\u2019t yet launched in one or more new areas, start with a review and identify what areas may be limiting your ability to expand.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Don\u2019t have the time or expertise to create new listings on a selling channel?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Don\u2019t have the warehouse capacity for new demand or sales?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Previously had a negative experience that distracted your team from your primary selling channel?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Don\u2019t know which marketplace is best to start on?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Whatever it is, identifying your hesitations first can help inform your first steps. Centralizing your entire e-commerce strategy is helpful for managing things like quantities, pricing, fulfillment, and compliance across the board. Plus, a multichannel commerce solution allows you to gather data and continually optimize your presence across every channel.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Rithum now supports more than <\/span><a href=\"https:\/\/www.rithum.com\/channels-we-support\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">300 marketplaces globally<\/span><\/a><span style=\"font-weight: 400;\">. Are you selling everywhere you could be? <\/span><a href=\"https:\/\/www.rithum.com\/request-a-demo\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Request a demo<\/span><\/a><span style=\"font-weight: 400;\"> to learn how we help you maintain top-tier customer experiences without sacrificing more resources.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.rithum.com\/resources\/library-webinars\/how-to-provide-an-extraordinary-multichannel-commerce-experience\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Check out the full webinar<\/span><\/a><span style=\"font-weight: 400;\"> to learn more about what drives customer queries and get tips for scaling without adding additional resources. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 3<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>Adopting a multichannel strategy is one of the most effective ways to grow your business. In fact, multichannel selling is expected to exceed $491 billion in the U.S. alone this year. But expanding across channels and geographies is challenging when each one has its own requirements, audience, and tone. Multichannel commerce and fulfillment solutions can [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":3511,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[358],"tags":[395,519,517],"coauthors":[],"class_list":["post-3510","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketplaces","tag-marketplace","tag-marketplace-expansion","tag-multichannel-e-commerce"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Provide Extraordinary Customer Experiences Across Multiple Channels | Rithum<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.rithum.com\/blog\/how-to-provide-extraordinary-customer-experiences-across-multiple-channels\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Provide Extraordinary Customer Experiences Across Multiple Channels\" \/>\n<meta property=\"og:description\" content=\"Reading Time:  3 minutesAdopting a multichannel strategy is one of the most effective ways to grow your business. In fact, multichannel selling is expected to exceed $491 billion in the U.S. alone this year. But expanding across channels and geographies is challenging when each one has its own requirements, audience, and tone. 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