The Effectiveness of Integrating Online and O...

The Effectiveness of Integrating Online and Offline Customer Experiences.

Author Name : M. Saravana Adhithya, Dr. M.M. Dhanya

ABSTRACT Integrating for businesses that want to enhance customer satisfaction and engagement online and offline customer experiences has become a strategic imperative. We discuss the link between omnichannel marketing strategies, successful digital-physical touchpoint interactions, as well as personalized customer journeys in driving the growth of businesses. The role of data analytics, artificial intelligence and customer relationship management (CRM) systems ideas in closing the loop between offline and online touchpoints. Integration is measured in terms of better customer retention, brand loyalty and increased sales. Companies that enable a seamless digital and physical experience are more well-poised to respond to changing consumer expectations, providing a consistent experience across all channels.