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"Omnichannel – The new normal for retailers"

Einführung: Omnichannel als “The New Normal”. Die Omnichannel Excellence Study 2022 von Google, zeigt, wie gut deutsche Retailer auf die Bedürfnisse der Kund:innen reagieren. Wie ein PIM-System Sie in Ihrer Omnichannel-Strategie sinnvoll unterstützt, lesen Sie hier.

According to a Forrester study, customers are increasingly looking at which companies they
buy their products from. Issues such as governance and social values are playing an
increasingly important role. Seamless, cross-channel experiences, comfort and security are
increasingly becoming the focus, as are services. They are an important argument that binds customers to companies, so they should proactively invest in technologies in order to remain marketable.

“Customers expect more than half of the services established during the pandemic to become the “new normal”

Source: Forrester study

Flexibility is in demand, which is why a good omnichannel strategy is important in order to
offer customers an optimal shopping experience. The Google Omnichannel Excellence
Study explored how consumers define a good experience, both online and in-store.

The result is 5 core principles in omnichannel.

How to achieve a good omnichannel customer experience

These five core principles define a successful omnichannel customer experience


Customers want a flexible purchasing process that can be flexibly adapted to changing
needs at any time.


A consistent user experience, online and offline, is important. And across all touchpoints.


Information, instructions and above all good product descriptions are necessary. No
questions must be left unanswered. Read “Why a PIM system can reduce returns. ”


Those who operate across all touchpoints and channels expect simple solutions from
retailers, regardless of usage behavior and channel. Read here how to optimize the
customer journey using PIM!


Personalized content, recommendations and offers tailored to their own needs and
preferences – that’s what customers expect! With a PIM system, retailers are able to
address the target audience with relevant content and thus create personalized offers.

Retailers had to respond to pandemic

Retail trade is one of the sectors most affected by the pandemic. Many had already prepared for digitization before the pandemic. Read the blog on resilience for retailers.


“During the past two years, retailers have responded to the dynamic development of shopping habits with great commitment, unwavering perseverance and creativity. Even in times of closed shop doors due to lockdowns, they have sought contact with their customers, established a second online foothold, offered Click & Collect or used social media for interaction. All these sales channels have potential. However, to bundle them in a successful omnichannel strategy requires expertise and investment.”

Source: Stefan Genth, Managing Director of the German Trade Association (HDE)

Business arguments are always relevant when investments need to be made. Read here
about the important role of ROI in PIM projects.


According to ChannelPartner, the retailer should create a comfort zone from which
consumers no longer want to move voluntarily. Although German retailers have been able to
improve their omnichannel activities due to the pandemic, retailers from Benelux and
Scandinavia are still at the forefront. Product Information Management (PIM) helps to
provide customers with a seamless omnichannel experience.
It is best to make an appointment with an expert right away.


Omnichannel as “The New Normal. ” Google’s Omnichannel Excellence Study 2022 shows
how well German retailers respond to customer needs. Read here how a PIM system
supports you in your omnichannel strategy.

Further contributions:

How Digital Asset Management can revolutionize your video marketing

More and more companies are turning to video marketing as part of their digital marketing strategy. With good reason, as it turns out. But how can the increasing demands on multimedia content be mastered successfully? And how can the increasing amounts of data be managed efficiently?

Was ist der Return of Experience Werden Sie zum ROX-Star!

What is the return of experience?

In addition to ROI (Return of Investment), ROX (Return of Experience) is a metric that should play a big role in e-commerce. Customer experience determines up-selling or cross-selling and also post-purchase reviews. The direct link between customer perception, customer experience and actual behavioral changes is quantified by ROX. The engagement of the employees in the service departments of the companies is also included in the consideration of the ROX. A PIM helps deliver the best quality data across all touchpoints.

Successfully entering the digital transformation with a PIM system 

A Product Information Management System (PIM) makes the digitization of product data much easier and frees up space for other projects. A daring thesis? Yes! We know how it really works and explain in this article how the transformation succeeds.
Digital transformation means, especially for manufacturing companies, the right handling of product information. With a PIM system, workflows are simplified and information is available centrally.

Higher rankings through Product Listing Optimization

We all know that SEO is essential for the success of a product. But Product Listing Optimization (PLO) also makes a significant contribution to the marketing success of a product. It makes it possible to adapt the product content to the algorithm of the various channels in order to achieve sustainably better rankings.

Quick Commerce – the new trend for online commerce

After e-commerce comes Q-commerce. Quick Commerce (Q-Commerce) is all about speed and delivering the best customer experience. And doing so within the shortest possible time. The market is growing rapidly, right now it’s mostly groceries, but pharmaceuticals are the next quick commerce segment.

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