omnichannel HW.docx - Name Surname Bayram Bayramli Student...

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Name Surname: Bayram Bayramli Student No: 964517991 e-mail: [email protected] Date: 23.02.2018 MRK7708 MARKETING RESEARCH Omni-Channel HW Please find an example of an Omni-Channel application and answer the following questions. 1. Please explain briefly the application example of Omni-Channel experience Starbucks Omnichannel Leader! Starbucks is supposed as one of the best examples of omnichannel approach. Starbucks provides excellent customer service through its digital and physical channels in real time. There are 3 main channels that Starbucks reach out its customers which are physical stores, digital app, and website. All these touchpoints of customers are connected through a loyalty card. With the help of one of these channels customers are able to check their Starbucks card balance and reload. Any changes related to the balance or profile or any actual purchase are automatically updated in all channels without any interruptions. Besides this, earned rewards are calculated and updated in all channels in real time. Starbucks digital application is the main focus point of its omnichannel strategy. Once the order is placed, the app offers the list of nearest Starbucks stores and the estimated time for waiting. After choosing the store, customers can get access to the directions and payment page. The payment can be completed with rewarded points or via mobile phone.
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