What is fundamentally different about seamless integration of consumers across multiple touch points and devices? Essentially, the difference is that a company needs to track the same consumer across multiple channels. However, if firms were to manage each consumer separately in a single channel, they would only need to track the consumer within that channel. In contrast, omnichannel marketing by its very nature requires firms to have unimaginable consumer tracking capabilities. Data integrity issues are at the frontier of challenges within omnichannel marketing. Though often omnichannel is viewed primarily in terms of the challenges of integrating channels and managing across channels rather than managing channels separately, to do this firms need to address questions of consumer data integrity across the variety of data touchpoints and channels they manage. Current technological developments allow customers to buy products on a variety of online platforms. It is recognised that consumers have different shopping behaviours when searching for information, evaluating alternatives and deciding to buy products and services using different channels (online and offline) at the same time, which changes their shopping behaviour.
XIII. ÉVFOLYAM 2025. SPECIAL ISSUES 1. 87-91
DOI: 10.24387/CI.SI.2025.1.12
A cikk megtekinthető: http://controllerinfo.hu/wp-content/uploads/2025/08/CI_különszám_2025_1_12.pdf
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