Big Word. Big Deal.
Omnichannel marketing is one of those impressive industry buzzwords that sounds like you need a Harvard MBA to understand what the heck it means. But it’s actually a straightforward, commonsense strategy for delivering a unified customer experience across all of your marketing and communication channels.
The goal of omnichannel marketing is to make sure your customers have the same, high quality experience no matter where or how they engage and interact with your brand, whether it’s on your social media sites, website and blog, at your brick-and-mortar stores and events or in your online advertising and PR.
OK. So, what does that look like? Imagine you’re shopping online for some new sneakers. You browse a website, but you’re not quite ready to buy. Minutes later, you get an email with a 10% off coupon for the exact pair of All Stars you really caught your attention. Next day, checking your Gram, an ad pops up telling you how great you’ll feel wearing those kicks. How you’ll be cooler than Gronk. How you’ll move like Breanna. Oh, and how you’ll now get 15% off.
Today’s customers are everywhere, bouncing from device to device, channel to channel. Omnichannel marketing helps you keep pace with them every step of the way. It even lets you anticipate where they’re going so, your optimal brand experience will be ready to impress and ready to convert.
Omnichannel Services: The Nuts and Bolts of a Solid Strategy
Your omnichannel marketing strategy is built on a solid understanding of who your customers are, where they want to go and what motivates them to get there. This requires omnichannel services that create a personalized journey that guides them to your consistent customer experience wherever they interact with your brand. These include:
Data Analysis: Tracking and interpreting data that helps you know your customer inside out – their behaviors and motivations, what they like and don’t like, where they hang out online, their shopping habits, and more. These insights let you tailor your experience to their individual preferences and needs.
Channel Integration: Making sure all of your marketing channels talk to each other. Your website, social media, brick-and-mortar stores and customer service should all speak the same language and deliver the same message and brand experience.
Personalization: Using what you know about your customers to give them what they want, even before they know they want it. Omnichannel marketing is about being proactive and agile, instead of reactive or passive.
Consistency: Keeping your brand’s tone, message, and visual identity uniform across all channels. Customers should feel like they’re interacting with the same brand, whether they’re in-store or on Instagram.
Omnichannel Services: Optimizing Results and ROI
Omnichannel services are the Swiss Army knife of tools and technologies that make this all possible. They work behind the scenes to create a seamless flow of consistent communication and experiences across all platforms. Omnichannel services help make every encounter at every touchpoint an opportunity to surprise, delight and inspire your customers.
When omnichannel services are done right, your customers should be able to sense the vibe and aromas of your cozy, hipster coffee shop not just when they’re chilling at the table, but when ordering a latte on your app or scrolling on Instagram.
When you combine this kind of integration with personalization, omnichannel services let you tailor your brand experience and marketing messages to individual customers, and make them feel like your brand truly “gets” them.
Omnichannel marketing helps make sure you’re always where your customers are and ready to engage with them in meaningful ways. When customers come to expect a unified, seamless experience, they’re more likely to trust your brand and, ultimately, spend more money time and time again.
Satisfied customers become loyal brand advocates who drive significant sales and revenue growth. By leveraging omnichannel services, you can optimize your omnichannel marketing strategies and expenditures while maximizing bottom-line results and ROI. If you’re looking to work with a marketing agency who is seasoned in leveraging omnichannel marketing on behalf of their clients contact us below today.
