OMO (Online Merges with Offline)

[ishanijerin1]

Optimizing customer experiences so that users are unaware of whether they are online or offline.
A concept for maximizing CX (Customer Experience).
It is important to think thoroughly from the customer's perspective.



Steps to successful OMO


It is necessary to collect and analyze data to understand customers for a one-to-one approach rather than a segment approach.
Maximize UX at each touch point → Maximize CX.
KPIs are set for each consumption step, action plans are set one per week for 52 weeks, and the PDCA cycle is implemented at high speed.
▼For those who want to know more about OMO, please click here.
Part 3: [What is OMO? The path to maximizing CX] ~Thinking about OMO~
Final Part: [What is OMO? The path to maximizing CX] ~Using data to put OMO into practice~





Following on from the steps to successful OMO, we introduced examples of companies that have actually been successful and discussed the awareness and three tasks required to realize OMO. (We will not include the examples in this report.)

▼Please check out our past blogs for examples.

[OMO in your everyday life] Learning about comfortable gcash database customer experiences from the CRISP SALAD WORKS app

[OMO in your neighborhood] Learning about new store formats from NIKE BY SHIBUYA SCRAMBLE

[OMO in your everyday life] Learning about comfortable shopping experiences from PARCO CUBE

[OMO in your everyday life] Learning about new experiential stores from @cosme TOKYO

[OMO in everyday life] What mobile ordering can teach us about the future of restaurants



Summary of the lecture
Things to keep in mind
A thorough customer focus!
Complete omni-channelization!
High-speed PDCA!