Customers for Life

Watch this on-demand talkshow between Omnium and HiFi Klubben exploring how to build lifelong customer relationships through seamless omnichannel experiences. Our host, Eirik Norman Hansen, leads the conversation alongside Karsten Birkelund, COO of HiFi Klubben, and Petter Balstad, CEO of Omnium.

Customer expectations today are high — and it is when the experience exceeds those expectations that loyalty is built. Loyal customers spend more over time and are more likely to refer others, creating a powerful cycle of growth.

Karsten from HiFi Klubben shares his insights on navigating the complex landscape of retail tech providers. Petter from Omnium dives into how an OMS enhances the customer experience, as all data follows the customer in every channel, through their entire journey — tying all sales channels together and ensuring a tailored experience at every touchpoint.

HiFi Klubben is Europe's largest high-end HiFi retailer, successfully turning shoppers into lifelong fans with their high focus on customer experience — proven by their almost 40,000 product reviews.

They had a classic monolith setup that couldn't handle their order volume, a 14-year-old POS, and an ERP that couldn't manage a decade of product warranty data. Over the last 5 years they rebuilt their tech architecture following a best-of-breed strategy — with Omnium OMS as the central hub for managing customer relationships across physical stores and online.