Modern-day customers are more demanding than ever. They want to have a look at your physical store, purchase by clicking from their social media account, and may want to post a review from their tablet on Twitter. Simply put, the customer wants to stay connected with the brand from all of his devices. And honestly, marketers are struggling with the challenge of coping with this ever-enthusiastic customer.
So, what is the solution? Well, marketers must strive to create an omnichannel experience for their customers so that the blurred line between physical and digital becomes clear.
An omnichannel experience is marketing, selling, and serving customers on all the channels to create a cohesive customer experience irrespective of the place or device a customer reaches out to a brand.
You must also understand that an omnichannel experience is different from a multi-channel one. The primary difference lies in the depth of integration between the platforms and channels the business is on.
Creating an omnichannel Marketing and Sales campaign:
You wish to create omnichannel shopping and it starts with an effective marketing and sales campaign. If you successfully create an omnichannel campaign, it will positively impact your sales and services.
When a brand successfully shows that it has its presence on all the platforms, the customers can show reciprocating behavior by shopping across these platforms.
1. Brushing the basics – your website and social media
Rome was not built in a day, and similarly, an omnichannel shopping experience will take time to develop. You cannot be at all the places or platforms from the beginning, you will get hold of each one of them gradually. Simply start with your social media and website and cover them completely before moving on to other platforms.
Ensure that you post regularly on social media and engage with users there. Focus on all your social media platform simultaneously.
2. Pushing an app into the market
Another way to boost your omnichannel marketing is to push an app in the market. However, you need to see if your business or industry needs an app. For example, if you are dealing with a Martech-Salestech product, you could benefit your business by creating an app.
Hire a professional to create an app and push it in to the market.
3. Solve customer queries at every step
To ensure a seamless omnichannel shopping experience for your customers, you need to be with your customers all the time. The moment your customer has a query, irrespective of the platform they are at, you should be able to deal with the same.
Doing this will not only get your brand more visibility but you will soon realize many tangible benefits of establishing an omnichannel strategy.
4. Using the same messaging style across all marketing channels
Do you know one cool way to create an omnichannel experience for your customer? Well, you must send across same messages to customers across all the platforms. This will call for a consistent experience, and your customers will start recognizing your brand from the kind of messages you send.
Be sure that you do not use boilerplate content.
5. Work on CTAs
Lastly, you must boost your CTA efforts. Whenever you interact with your customers, whether through social media, email, phone calls, or any other way, you must add an appealing CTA at the end of the message.
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The CTA should be suitable for the platform you are using.
After looking at the ways to create an effective marketing campaign, let us check on some brands that applied it beautifully for their customers.
1. Disney
- Disney is one of the top brands creating omnichannel experiences for its customers; the experience comes down to every minute detail.
- Right from a mobile-responsive website, the main website, the My Disney Experience tool, tracking locations at the site, and so on offer a seamless experience for Disney customers.
2. Virgin Atlantic
- Virgin Atlantic has taken the omnichannel experience to another level.
- The brand assigns a dedicated customer service officer to a customer at each channel.
3. REI
- REI has several customer touchpoints.
- Customers can find up-to-date and accurate product information at every turn.
- The internal communication of the brand is strong, and this is how REI keeps its customers happy.
4. Starbucks
- Purchase from Starbucks online and the free rewards can be used even in a physical store; this is the power of the omnichannel shopping experience.
- Starbucks has one of the best customer apps in the market. The brand has also added an option to check and reload your card via phone.
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Final Word
Convenience, consistency, and communication define a good omnichannel experience for customers. Customers enjoy shopping from their favorite brands, and there is a reason for it.
Be their reason to shop, add more convenience and comfort in their lives and see your revenues soaring.
