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food and beverage industry glossary

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Omnichannel strategy

The omnichannel strategy is an approach that focuses on creating a seamless customer experience across all the different channels and customer touchpoints of a business. 

For restaurants, that means providing multiple ways for customers to order, pay, and get their meals, wherever they are and whenever they want it. 

For hotels, an omnichannel strategy includes creating a consistent experience whether the guest makes a reservation online, through an OTA or booking agent, or at the hotel reception.

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