Drive Revenue Growth with Effective Omnichannel Strategy
On average, companies employing omnichannel customer engagement strategies retain 89% of their customers. This clearly signifies that companies should always strive for providing seamless customer experience across different touchpoints if they want to stay ahead of the curve.
With omnichannel strategy businesses can integrate multiple channels together which helps them achieve desired marketing goals. Brands can employ omni-channel approach for customers to access products, offers, and support services on all channels, platforms, and devices.
Do you want to know about the potential of omnichannel strategies for driving revenue growth? Go on reading this blog as we have underlined the key points regarding omnichannel marketing strategy.
What is omnichannel strategy?
A sales and marketing approach that deals with delivering seamless customer experience across all the channels, devices and platforms is known as omnichannel strategy.
For example, when you offer customer support on desktop website, you simultaneously offer it through Facebook messenger, email, live chat, or phone after recognizing the customer needs.
This is one of the effective marketing strategies to establish brand loyalty, enhance customer retention and maximize ROI. For eCommerce brands it’s important to know that omnichannel marketing has a positive impact on the business that provides unmatched customer experience. Keeping up with customer loyalty trends allows brands to adapt their omnichannel approaches to better meet evolving customer expectations.
Embedding omni-channel approach in your marketing, sales, support and service strategies has several advantages and we will explain those in detail shortly. But before that let’s cover the important touchpoints of omnichannel marketing.
Providing a superior brand experience can create a healthy sales funnel for your brand. An omnichannel marketing, sales and customer support strategy builds the foundation for stronger connections at scale. These strategies make it easier for customers to purchase from you again, which helps you attain recurring revenue and increase sales growth.To further support this growth with scalable billing and revenue management, businesses often integrate SAP BRIM to manage recurring charges, usage-based pricing, and complex invoicing
For many popular brands, Omnichannel Strategy is the game changer.
Unlock its potential for your brand with WebMaxy
Different touchpoints of omnichannel marketing:
Though omnichannel marketing consists of diverse channels such as physical stores or business events, digital channels are the crucial component of this strategy. Advancements in technology make it easy to leverage omnichannel marketing over traditional marketing to elevate business growth. Partnering with strategic planning services can help businesses seamlessly integrate digital channels into their omnichannel marketing efforts, ensuring a cohesive customer experience that drives sustainable growth.
| Digital Channel | Features |
|---|---|
| Social Media | Best way to connect with consumers, share products, run targeted ads, real-time engagement |
| Email Marketing | Build long-term customer relationships, personalized strategy, share product recommendations and promotional offers |
| Website | A digital storefront to navigate products, explore reviews, and easy online shopping |
| Mobile Apps | Ease of personalized product browsing and in-app purchases, seamless shopping experience, loyalty rewards |
| Chatbots | Improved customer experience with instant customer support and common query resolution |
| SMS | Effective sharing of order confirmations, quick updates, and personalized offers via mobile phones |
| E-commerce Platforms | Broaden digital presence, reach wider audience |
| In-App Messaging | Achieve customer engagement in mobile apps via content and offers |
| Push Notifications | Share time-bound promotions, product/service updates, alerts |
| Display Advertising | Re-engage potential customers with display ads |
Advantages of omnichannel marketing
For various brands, including Disney, SEPHORA, Bank of America, and TARGET, omnichannel approach has yielded the best results. Omnichannel marketing not only helps build positive customer experience throughout the buying journey but also strengthens a positive reputation for your brand. If you still have doubts regarding the potential of omnichannel marketing, just delve into the following benefits that omnichannel offers:
- More customers reach .
- Better user experience
- Enhance customer satisfaction.
- Boost brand loyalty
- Quick resolution of queries
- Give competitive advantage
- Increased sales growth /ul>
As omnichannel strategy allows product marketing or customer support on several channels, you can easily reach your customers on one or the other touchpoint. It increases your opportunities for brand exposure and awareness amongst the users just with a single click, email, message or phone call.
Focusing on customer experience is undoubtedly vital in this competitive edge and omnichannel works wonder for the same. When you showcase your brand, products or services on multiple platforms, customers get a variety of options to reach you. When they opt for their favorite and convenient option, you can provide enhanced experience on that specific platform.
In the long run, omnichannel strategies make your customers happy and reduce customer churn (percentage of customers who are no longer interested or even stopped buying your company’s product or service during a specific time frame). They can reach your customer service or sales teams on their preferred platform. Also, they can buy products easily on any device and through their favorite digital channel.
When you deliver specific content or services to the users on all the platforms, it strengthens brand connection and builds trust in your brand. This encourages customers to visit your brand again and again, turning them into loyal customers. Thus, a successful omnichannel strategy nurtures a brand reputation while establishing a loyal customer base.
In this fast-paced world, customers always look out for the service with the blink of an eye. Omnichannel customer support promptly satisfies this customer need by reaching them on specific platform on expected time. So, you can lower issue resolution time and thereby achieve better customer satisfaction.
Showcasing a customer-centric and consistent brand presence helps you outshine the competition. As you translate deeper customer relationship in the long term, you can retain customers and gain competitive advantage.
How can different industries utilize omnichannel marketing?
An omnichannel approach can be widely used by several industries, and you don’t really need to worry whether it will suit your industry or not. In the following table, we have covered how different industries can utilize them:
| Industry Type | Benefits of omnichannel approach |
|---|---|
| Banking/Finance | Remind customers about impending bills to be paid, or give the latest credit, debit balance on transactions |
| Healthcare | Remind patients about doctor’s appointments, make health reports accessible on their devices, provide daily health tips |
| Telecom | Enable customers to pay bills, recharge, or receive notifications about new product launches |
| Traval | Send the best deals on hotels and restaurants, remind passengers about the upcoming flight before the journey |
| Retail | BSP costs as well as discussion fees |
| Media/Entertainment | Engage users across various platforms, make the content accessible and enjoyable wherever the audience is present |
Tips to build an efficient omnichannel marketing strategy:
As omni-channel marketing campaigns have positive impact on your brand’s sales and service functions, it’s important to have the best strategy in place. When we talk about creating the perfect omnichannel marketing strategy, you should focus on maintaining the sync of messaging and visuals across all channels, platforms, and devices. Especially considering the latest omnichannel commerce trends that shape how brands interact with customers.
1. Understand customer behavior across multiple channels: The first step in designing an efficient omni-channel marketing strategy is to understand your customer behavior on all the channels they are using for interaction with your brand. By knowing their behaviors on these channels, you can effectively plan the strategy to provide them with unmatched omnichannel experience.
If you engage with a customer on Instagram but are unable to respond him/her on Facebook, your brand may look inconsistent and unprofessional. You should attend to your customers on all the channels they are active on. To support this, leveraging complete branding services ensures your messaging and visuals remain consistent, creating a cohesive experience across every platform.
2. Data is the key when it comes to planning omnichannel strategy: You can obtain customer data with respect to their visits, clicks, comments or leads. The perfect CRM, social media analysis (you can carry out with social media engagement tools), or customers’ online search pattern are the ways to get required customer data. You can use this data for designing a strategy to give personalized experience to your valuable customers.
3. Customer segmentation for individualized experience: Depending on the different customer behavior patterns, you can segment them into different categories. With this, you can figure out high-value customers, churning customers, dormant customers, high-risk customers etc. This is very helpful in crafting individualized customer journeys. .
4. Keep the right context across all channels: To engage with your customers in a better way, emphasize sending the right message to the most relevant audience on the right platform. For example, if you are running an ad across various platforms, you can vary its format but make sure to keep the context of message uniform over all the platforms.
It’s important to use different wordings across all the channels to avoid sharing duplicate or boilerplate content (the content that is reused across several web pages without remarkably altering the original content). If your content is duplicate or boilerplate, then search engines or social media platforms may penalize you for the same.
5. An exceptional overall customer journey: While adding a new channel to the omnichannel strategy, you should focus on the experience of your customers. Though enhancing brand visibility and boosting sales is the goal, your customers must get top-notch and hassle-free experience. An excellent overall customer journey is what makes them your loyal customers.
6. Appropriate CTAs for specific device and specific platform: An effective and appropriate CTA on any engagement channel like an organic post, SMS, ad, phone call, or an email is key to turn your visitor into customer.
7. Use the perfect omnichannel marketing tool: For creating an effective omnichannel strategy, you can also go for omnichannel marketing tool. By using WebMaxy omnichannel support tool, you can build a future-ready and scalable strategy to embrace the change. This tool offers seamless support to customers across different channels. .
8. The customer-centric approach by whole organization: Training your employees for providing a better customer experience on all the touchpoints of omnichannel strategy is a crucial step. Neither your strategy nor any marketing tool will be effective if employee training for the customer-centric approach is not in place.
Top 5 examples of omnichannel marketing
This list of the companies that have already implemented omnichannel strategy successfully would be an inspiration for you.
1. Disney
A mobile-responsive website is the first thing that makes Disney’s omnichannel experience exceptional. They provide ‘My Disney Experience’ tool that helps plan an entire trip right from the dining suggestions to securing a Fast Pass. Their elegant mobile app helps easily locate the attractions of your interest and guides you with an estimated wait time for each of them.
Their another tool called ‘Magic Band program’ is perfect as hotel room key, photo storage taken in the park, and food ordering. Thus, Disney presents an array of features and tools for customers.
2. Bank of America
Being the top brand in their industry, Bank of America presents a dynamic experience to its customers. It allows customers to deposit checks, pay monthly bills and schedule appointments by using the company’s mobile and desktop apps. Thus, its omnichannel approach helps customers complete the tasks from multiple channels providing ultimate convenience.
3. Starbucks
One of the most noticeable features behind Starbucks’ top omnichannel experience is its rewards app where users get a free reward card with all their purchases. Moreover, it allows users to check and reload cards via website, phone, in-store, or on the app while updating the changes in cards across all the channels. Starbucks mobile app makes its customers happy giving them an exceptional customer experience.
4. Amazon
Amazon’s omnichannel approach is what makes them the king of consumer retail space. From its user-friendly website and app that automatically syncs users’ carts after their sign-in to providing an unmatched support experience, Amazon has everything for the best customer experience.
Amazon Go is another exceptional feature which allows users to shop at physical stores without paying the amount at that moment (they can note the product to buy within their app). Taking its omnichannel experience to the next level for prime members, they receive all the benefits of membership on any device, platform, or place.
5. Spotify
This is an excellent example of presenting an omni-channel experience at product level. With its web app, desktop app, and mobile app, the activities are synced among all channels. For example, if the user is listening on phone and using a computer, he can skip the next audio from his desktop too. As Spotify’s features can be accessed on almost all platforms and devices, it provides an omni-channel experience with the perfect user experience.
WebMaxy can be a turning point in your omnichannel game!
To outshine the crowd, you need to constantly embark upon innovative ways to reach, engage, and retain customers. Omnichannel approach can take you a long way with its range of marketing activities that makes customers remain on your platform.
When building omnichannel strategy around your customer support service, you can choose WebMaxy omnichannel support tools. This omnichannel customer service tool can help reduce response time and provide better customer experiences. It allows businesses to manage customer queries from distinct channels effectively and efficiently.
An effective omnichannel approach is the secret recipe to enhance your customer experience and boost your business to drive revenue growth.
Reduce your response time by replying to customers from a single dashboard.
Streamline your customer support services with WebMaxy’s Omnichannel Support tool!
FAQs:
This is the holistic approach employed by businesses to offer consistent customer experience across both digital and brick-and-mortar touchpoints. It presents unique brand experience through every channel where all the pieces work together to reach audience across the customer journey.
Omnichannel strategy considers the whole customer journey, from brand discovery to purchase, customer loyalty, and beyond. An efficient omnichannel strategy leads to smooth buying journey for audiences as they receive same experience with your brand across all the channels.
To create an effective omnichannel strategy, consider the following steps:
1.Conduct customer research to understand their behavior across all the channels.
2.Provide similar customer experience on online and physical platforms.
3.Deliver a consistent brand voice across all the channels.
4.Share data with the same context on all the channels.
5.Offer personalized experience with your messages.
6.Use the perfect omnichannel marketing tool for better results.
What are popular omnichannel marketing tools?
For building an effective omnichannel strategy, you can opt for the perfect omnichannel marketing tool. There are several tools that help build a future-ready and scalable strategy to embrace the change.
1.WebMaxy Omnichannel support
2.Zoho
3.Hubspot
4.Shopify
5.Omnisend
6.Brevo
Adam Wilson
Adam Wilson comes with an experience of 12+ years in the IT industry. As a Customer Success Manager, he has been researching and trying to understand the customers’ behavior in different scenarios. He has also studied human psychology to relate it to the purchase journey of the customers. His published books on customer psychology and behavior have received many honors and awards from various enterprises.
