The connected world has transformed home improvement retail like never before, and one need not look far for reasons. First, technology has enabled customers to seek solutions rather than just products, thereby compelling retailers to solutionise their offerings. And second, it has enabled retailers to get a unified view of customers, and vice versa. Welcome to the world of omnichannel, an imperative for home improvement retailers.
In this 8-minute video, retail guru Dr Mahesh M explains the nuances of omnichannel retail, and what home improvement retailers need to do to keep the customer satisfied at all touch points, as she travels across the information gathering, sale and delivery stages of her transaction.