Christine Crandell Contributor

The term “omnichannel experience” burst on the scene last year as the next step in the evolution of customer engagement. Borrowing a concept from advertising, it isn’t enough for sales and marketers to deliver the purchase experience customers will pay a premium for, they have to do it in the channels favored by each buyer for the entire lifecycle of the relationship.

http://www.forbes.com/sites/christinecrandell/2014/08/25/going-omnichannel-you-have-to-do-these-7-things-well/