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Why retailers need an omnichannel POS more than ever

Exploring the essential features and benefits of an omnichannel point-of-sale system for modern retailers

In the age of digital transformation, retailers need to adapt to the changing landscape of consumer shopping preferences. The rise of omnichannel shopping experiences has created new expectations from customers who now want to browse, buy, and return items across multiple channels seamlessly. 

That’s where omnichannel point of sale (POS) systems come into play, providing retailers with the tools to create a customer-centric shopping experience across all channels. By integrating multiple channels, retailers can provide customers with a seamless shopping experience every time. 

Let’s explore three key features of an omnichannel POS and analyze a real-world example of what they look like in action.

Features of an omnichannel POS

Omnichannel point of sale systems integrate with multiple sales channels, so customers can browse and make purchases and returns how they want. That means enabling associates to place orders on behalf of customers for out-of-stock items or online-exclusives right from the store floor. Additionally, equipping stores with the ability to accept omnichannel returns provides an opportunity for associates to save the sale by converting returns to exchanges when the customer is in-store. By offering multiple options for resolution to a difficult conversation— such as out-of-stock or returns— retailers can turn the experience around and improve customer satisfaction.

True omnichannel POS systems also provide real-time inventory visibility across channels, so that everything can “always” be available. An omnichannel digitized product catalog available on the POS can make it easier for associates to quickly find the products and information they need to answer customer questions and make product recommendations, even for large brands with thousands of SKUs. The single, uniform product catalog can also serve as a real-time inventory tracking system, giving associates a 360-degree view of where their inventory is located, so they can help guide customers to make a purchase, even without the item in-store.

85% of brands believe they offer a personalized customer experience, but only 60% of consumers agree. Personalization starts by centering the experience around the customer. The POS is an essential tool for retailers to create a customer-centric experience. By tracking customer data across channels through profiles, loyalty programs, surveys, and purchase histories, retailers can gain valuable insights into their customers’ preferences, behaviors, and needs. This information can then be used by associates to personalize the shopping experience, building stronger relationships with customers, and ultimately increasing customer satisfaction and loyalty.

The omnichannel POS in action

For modern customers, the lines between the digital and physical retail experience are blurred and retailers need to start seeing it that way too. So, for large-scale retailers, having an omnichannel POS is table stakes. Brands like Indigo embody this new reality, which has enabled them to grow from a bookstore into a destination brand known for customer-centric experiences that transcend channels and build loyalty.

“Today a customer can shop online, can shop in a store, can return online, and can do any version of any combination they want… today if you don’t have some of the basics of that connectivity, you’re really quite old fashioned already.” — Andrea Limbardi, CDO at Indigo

Indigo’s omnichannel point of sale empowers their store teams with vast amounts of knowledge at their fingertips. The omnichannel catalog equips every associate to be an expert on every product— even with thousands of SKUs both in-store and online— thereby turning even the greenest team members into vivid storytellers for the brand. Additionally, the POS provides a 360-degree view of customers so that associates have a holistic record of their purchases, wish lists, and preferences and can make tailored recommendations for a highly personal experience.

Bringing it all together

Retailers who fail to adopt an omnichannel POS system risk falling behind their competitors and losing customers who demand a seamless shopping experience. By utilizing an omnichannel POS system, retailers can gain a competitive edge by providing personalized experiences that transcend channels, improving customer satisfaction, and ultimately increasing their bottom line.

Read more on how to choose the right retail point-of-sale solution in The ultimate guide to buying a retail POS.

If you’re looking to provide a seamless, personalized shopping experience across all channels, it’s time to consider adopting an omnichannel POS system. Tulip is a leading provider of omnichannel POS solutions that can help retailers improve customer satisfaction, increase sales, and grow their business. With features like real-time inventory visibility, personalized customer profiles, and the ability to accept omnichannel returns, Tulip’s omnichannel POS system provides retailers with the tools they need to succeed in today’s competitive retail landscape.

Contact us today to learn more about how our omnichannel POS system can help your business thrive.

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