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What Is Omnichannel Marketing?

Author : Team Ciente | Published On : 28 Nov 2023

As technology advances, it is getting more integrated into

As technology advances, it is getting more integrated into our daily lives. There is no difference left between what we do in real life and what we do online. Marketers, salespersons and customer support need to change their approach as and when consumers change their buying behavior. Customers need to be approached with a holistic approach — an omnichannel experience they can use whenever they want.

Picture this: You are browsing for some new gadget online and add it to the cart but decide not to buy it. Then, later, you see an ad on social media for the abandoned gadget. You sit there wondering how this happened. It is nothing but an example of omnichannel marketing.

The prefix “omni” means all, and “channel” refers to all the various mediums through which customers interact with a brand, be it in a physical store, online, emails and other digital spaces. This approach is the easiest way to reach customers according to their preferences and when they need it. About 88% of customers say that the experience offered by an organization is just as essential for them as the product offered to them.

Integrating an omnichannel approach to your strategies can benefit the organizations in multiple ways:

  1. Increased profits: When customers are ready to buy a product, it becomes easier for them to find it if it is available on multiple platforms. Once offered an omnichannel experience, it becomes easier for them to purchase from you again, building a recurring income.
  2. Greater reach: You’ll reach your customers where they are with an omnichannel retail, marketing, or service strategy. They no longer have to search and search to find you. No matter where they are, your team or your products are only a click, an email, a direct message, or a phone call away.
  3. A better user experience: Omnichannel focuses on the individual experience across devices instead of the channel, which improves the customer experience (CX). Companies can drive more sales and better retention rates by focusing on the customer instead of the platform.

How To Build An Omnichannel Marketing Campaign

Have you ever crafted a successful marketing strategy? One step missed and the entire outcome could be different. The same thing goes with a marketing campaign. There are a few basic steps to follow while making an omnichannel marketing campaign, and even if one step gets missed, the process won’t give the desired results.

  1. Begin with the basics:
    Your website and social media platforms. Establishing an omni-channel experience is a gradual process. You don’t have to be present everywhere all at once; you’ll get there over time. Start by focusing on your website and social media channels, ensuring consistency and engagement. If you consistently engage on Instagram but neglect Facebook, inconsistency becomes apparent. A shared inbox can streamline communication, consolidating social messages, emails, and chat threads. Some social management tools, like the one in Marketing Hub, can connect social campaigns to your CRM for tracking visits and leads.
  2. Consider creating an app if necessary:
    Depending on your industry, a product-oriented approach, or the potential benefits of having an app, it might be worth exploring. For smaller companies, hiring a freelance developer is an option. Just ensure a legitimate need and carefully plan every functionality to create a successful app.
  3. Prioritize solving customer issues at every touchpoint:
    When adding a new channel to your omni-channel strategy, focus on solving customer problems. Beyond gaining visibility and boosting sales, the primary goal is to provide customers with a smooth, hassle-free experience. Let this customer-centric approach guide your messaging and interactions on each channel.
  4. Maintain consistent messaging across channels, but be cautious with boilerplate content. Create a uniform experience by using consistent messaging across channels. While slight wording variations are acceptable, avoid excessive use of boilerplate content to prevent duplicate issues and potential penalties from search engines and social platforms. Instead of relying on identical phrases, establish a consistent brand voice that allows for variety without appearing inconsistent.
  5. Tailor CTAs for device and platform appropriateness:
    Conclude every customer interaction on various channels with a Call to Action (CTA) that suits the device and platform. For example, a social ad should lead to a mobile website, and an email should conclude with a meeting scheduling link rather than an automatic app download link. Ensure the CTA complements the seamless experience you’ve provided without causing confusion.

Is Omnichannel Marketing Worth the Effort?

Despite the challenges of comprehending data and ensuring a seamless customer experience across various channels, marketers may question the value of omnichannel marketing. To underscore its significance, consider the following compelling statistics:

1. Omnichannel strategies yield a 250% higher engagement rate compared to single-channel marketing

2. Marketers employing the omnichannel strategy experience a 13% increase in average order value.

3. Customer retention rates are 90% higher when utilizing an omnichannel approach.

While implementing omnichannel marketing may demand the amalgamation of marketing and technical expertise, as well as navigating a substantial volume of data for campaign success, the ultimate outcome is a positive customer experience. The prospect of cultivating satisfied customers who repeatedly return is a compelling outcome in itself.

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