25 Sep 2022| ONPASSIVE
Omnichannel Marketing- Gain Seamless Customer Experience
Let us know what a marketing channel is? Channel refers to means used to convey user information. Online marketing channels include emails, e-commerce websites, and Social Media, while offline means include face-to-face communication, media, and pamphlets.
Omnichannel marketing is about maintaining the design, plan, and results uniformly across various channels. What could prove that a business has implemented omnichannel marketing? The answer lies in gaining customer satisfaction with a brand across various channels.
What makes omnichannel marketing effective? Significantly, whatever is the marketing channel, a uniform message needs to convey across all customer interactions.
With omnichannel marketing, every department of an organization should be well aware of the customer journey. The complete flow of the sales cycle can be seamless only if all the departments are aware of the ongoing process.
Marketing, sales, customer support, and the retail staff have to work in coordination to be well aware of the activities happening with the consumers during the sales cycle.
Differences do lie between Omnichannel marketing and multichannel marketing. Multichannel marketing is about looking out for possible paths for promoting business products and services to reach as many people as possible. It is focusless and cheaper.
However, omnichannel marketing is about gathering the right targeted audience, understanding them, and tracing their path online, i.e., the area of the interest, including the channels they are choosing, and how to interact with them during various purchase paths.
Imagine you have seen an ad about the sale of cameras offering 20% off. As an interested user, you click on it and navigate to the business website page. As you go to the page, you find the list of cameras available for 20% off. You selected a product, and instead of choosing the delivery option, you choose to select the in-store pick option, wherein you can go and collect the item from the store directly.
Accordingly, you visit the store in the evening, go to the instore pick-up point and enter some formal details. Immediately the store person comes to you and handovers the camera you choose.
This example clearly explains omnichannel marketing. We see that Social Media, E-commerce websites, and physical store created a business sale. At every point, we found that the operation was seamless, and the customer felt it easy and satisfying.
Understand customers: Customers should be on the top while performing omnichannel marketing. At every step of their interaction with the brand, they need to find it easy to access various operations.
Giving prominence to what they need will be the first step to accomplish omnichannel marketing successfully. At the same time, due importance has to be given to the employees working to achieve the business goals. All the departments should have a common goal, i.e., contributing to the business sales and build a reputation.
Maintain stock inventory: What is the prerequisite for businesses to satisfy customers who have booked online and wish to collect it offline? The stock of the inventory has to be maintained. It is disappointing for customers if the store staff tell them that the stock is unavailable when they pick up the products. Though the business tries to convince them that they deliver it with the free shipping cost, they are yet dissatisfied as they still have to wait.
Omnichannel customer journey is an integrated approach wherein all departments work together to build a business reputation and sales.
As a result, the customer journey turns seamless and quick. At the base, gaining customers and performing market analysis are significant. How about a tool that can perform the perfect market analysis? ONPASSIVE’s O-Desk ( erstwhile O-Lead ), a CRM tool for business, can serve the purpose. Know how it can be done.
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