What is Omnichannel Customer Experience?
An omnichannel customer experience is a consistent, connected experience across the different channels and touchpoints a customer uses to interact with a business. These may include ecommerce websites, physical stores, mobile apps, marketplaces, social media, customer service, and other sales or service channels.
Unlike a multichannel approach, where channels may operate independently, an omnichannel approach connects channels so customers can move between them with greater consistency and continuity.
How Does PIM Support an Omnichannel Customer Experience?
Product Information Management (PIM) helps businesses manage the product information that supports an omnichannel customer experience.
A PIM system provides a centralized place to collect, manage, enrich, validate, and distribute product information across channels. This can include:
- Product names and descriptions
- Product attributes and specifications
- Dimensions and technical information
- Product images and other digital assets
- Marketing and merchandising content
- Localized product information
- Channel-specific product content
For example, a manufacturer can manage a product’s technical specifications, descriptions, images, and other information in a PIM system. That information can then be enriched, approved, and distributed to its ecommerce site, marketplaces, distributors, retail partners, and other channels.
This helps businesses maintain a consistent product experience across channels while still adapting product content to the requirements of each channel.
