Omnichannel Marketing 101: Creating a Seamless Experience for Your Customers

What is Omnichannel Marketing?

Omnichannel marketing is a marketing strategy that integrates multiple channels to deliver a unified shopping experience to the customer. All the databases, funnels, and sales tactics are connected – the customer can be shopping online from a web browser or mobile application, via Messenger, or even in the nearby local store, and the experience will be sequential and seamless anywhere.

Omnichannel Marketing VS Multichannel Marketing

Multichannel means “many channels” while omnichannel means “all channels”

Although the two terms may indicate the utilization of several channels to interact with customers, the actual strategies implemented in each of them are distinctly different. In essence, the approach to interacting with the customer is what draws a line between the two. Omnichannel marketing is a customer-centric strategy, putting the customer at the center of all the business’s activities. Each channel is individually optimized and then integrated with other channels through interconnected funnels, forming a harmonious buying experience. This strategy facilitates consistent follow-up with the customer, ultimately increasing the conversion rates.

Multichannel, on the other hand, focuses on spreading the widest net to capture the highest customer engagement possible. It is a channel-based approach with the business/brand at its center, aiming to spread the word through all the channels practically suitable. The higher the number of channels addressed, the higher your possibility of capturing a lead and closing a sale. It should also be noted that since the channels are not integrated like in omnichannel marketing, they tend to operate independently with individual objectives and tools for each channel.

Building a Powerful Omnichannel Marketing Strategy

1) Customer-centricity - Prioritize your Customer Over the Brand

Instruct the marketing team to shift their mindset and focus on the customer journey, operating only from that standpoint. Next, Observe all the touchpoints that a client passes through and facilitate the flow of a seamless customer experience (CX).

2) Customer breakdown: Know your Target Buyers 

Curate your buyer’s persona by identifying the wants, needs, behavior patterns, and other factors to close-in on your target audience. After compiling the data, analyze it well and look for patterns. You can use Google Analytics, for example, to know which channels drive traffic to your website.

Using surveys and interviews can aid in establishing a strong buyer persona but always remember to look for what your client does more than believing what s/he says.

3) Implement the Right Tools

With over 6000 marketing tools (also known as MarTech, which are tools that harness technology to achieve marketing goals), you will need a focused study to choose the suitable tools that are relevant to your customer’s buying journey. However, the Marketing Automation Tools and Customer Relationship Management (CRM) Software are critical as they are responsible for the personalization activities within the omnichannel strategy.

4) Segment Your Target Customers:

You can divide your users the old-fashioned demographics way or according to their “paths to purchase” and subscription status, with the latter approach proven to be more effective.

5) Establish a 1:1 connection with your Audience 

Use data points, automation, and analysis tools to deliver the individualized content to your recipients. This will establish consistency across channels, improving brand recall, and boosting revenue.

6) Track the Data, Adjust your Strategy, Repeat

By choosing the right tools to collect accurate data, you can get a strategic view of your metrics and accordingly derive actionable insights to work on. Continuous repetition of this stage will pinpoint the defects in your omnichannel strategy to maximize its efficiency and enhance your ROI.

The Benefits: Why to Apply the Omnichannel Marketing Approach

1) Budget Allocation and Cost Reduction

Unlike the outdated multichannel approach, the data streams collected from each channel were stored individually. The databases from each channel did not interact or affect the strategies of the other channels.

Omnichannel marketing unites all of the sales channels and combines your databases so that you can form a holistic view of your marketing efforts and aid in curating a strategic approach. By being able to accurately track your buyer’s behavior and observe which channels receive the most engagement, you are accordingly able to allocate your marketing budget and reduce expenses.

2) Improving Customer Retention

By utilizing the marketing analytical data collected, your marketing team will be able to study the customers’ behavior across all the channels and, consequently, understand them better by knowing their preferences, the offers they have engaged with, etc.

This approach will allow you to curate customized promotions and communication scripts tailored to each client’s interests and, accordingly, make them feel special. The consistent attention provided tends to subconsciously grab the customer’s eye and boost the conversion rates.

3) Complete Interconnected Buying Experience

Clients tend to finalize their purchases if they find all the information they want directly from the seller’s website. When the clients need to leave your site and research more data, there’s a fair probability that they won’t return.

Omnichannel marketing provides implements a follow-up system to keep your potential customers in contact with your business until they’ve been captured and converted into clients.

All of these benefits boil down to higher conversion rates with less effort and time at the marketing team’s side.

Customer-centricity is currently dominating all major business frameworks and omnichannel marketing is a strategic approach to implement it.  Engrave omnichannel strategies into your next campaigns and just watch how the needle suddenly begins to move for your ROI.


Consult us to implement the Omnichannel Marketing

Leave a comment

Please note, comments must be approved before they are published