In this blog, we explore what omnichannel means to chemical suppliers and why it is critical to their business success. Agilis delves into the challenges they face and provides insights on how they can be overcome by adopting an omnichannel approach.
A 2021 McKinsey study found that "as chemical suppliers adopt a more comprehensive and seamless approach to interacting with their customers, their customer loyalty and loyalty will increase."
As more and more chemical industry customers turn to digital sourcing channels, chemical suppliers need to rethink their sales strategies. Omnichannel selling is a much-discussed concept that aims to provide a seamless and consistent customer experience across all channels. But what does omnichannel mean for chemical suppliers? How can they implement omnichannel in a way that benefits the business? In this guide, we will explore the definition of omnichannel and its implications for chemical suppliers.
What is Omnichannel for Chemical Suppliers?
Omnichannel strategy is defined as a customer-centric approach. It integrates all available channels to reach, engage and support customers throughout their education and buying process. The goal is to provide a consistent, integrated, and personalized approach to deliver a seamless experience for buyers across all channels.
For customers of chemical suppliers, this means that the experience from searching for a product, logging into a website, requesting a quote, and buying to repeat purchases is seamless.
The omnichannel starting point for chemical suppliers
The key here is customer centricity - your channels don't need to be flashy, but they do need to be consistent, integrated, and personalized - designed to provide a seamless experience for buyers. You want to give customers multiple ways to find products, gather the information they need, research terms of sale, place orders, and get support - using both traditional and self-service methods, all working together to provide a better experience.
An example of where to start is where customers find your chemical products. An omnichannel approach is about ensuring that customers have the same positive experience finding and browsing your product across all channels.
A traditional example could be a product catalog, while a self-service example could be an online search catalog. The two listings should be consistent - that means they have the same product set, explanation, product ID information, how to order, and so on.
