Customers’ expectations are changing, and brands need to consider taking an omnichannel approach to give them the experience they deserve.
If you want to give your customers a flawless experience—wherever they are—you need to take an omnichannel approach to marketing. Read on to learn all about omnichannel marketing, and why you should use it to delight your customers, both current and future.
What is omnichannel marketing?
Omnichannel marketing is a relatively new marketing concept. It’s a strategy that encompasses every potential customer touchpoint and channel, leading to stronger connections and deeper engagement between brand and customer. Today’s consumers want a consistent customer experience across all channels. Brands needs to meet customers where they are—whether it’s in-person, over the phone, in an app or on a website.
Why should brands use omnichannel marketing strategies?
There are several distinct benefits brands are seeing when they adopt omnichannel marketing strategies. Here’s why omnichannel gets results for brands—no matter the product or service they offer:
Use consistency to boost customer satisfaction
By offering a consistent experience across all touchpoints, you boost customer satisfaction and give your brand the best chance to create a lasting relationship with every customer. Today’s consumers expect a consistent experience, in-store, out of store, at home and on-the-go. For example, a customer visit’s a retailer’s site and adds items to their cart. The next day, they use the brand’s app to make the purchase.
When your omnichannel approach is done right, your customer should enjoy a seamless experience with no hiccups. From brand voice to a user-friendly experience, delivering consistency improves customer satisfaction. And happy customers are more likely to share their great experience with friends and family. It’s a great way to boost your bottom line while improving your brand reach.
Improves customer service
Customer service is an especially important touchpoint. If a customer has a question about the product or service your brand offers, they don’t want to wait around for the answer. Customers want to contact you whenever they want to, and wherever they are. There are several strategies to make the customer service process easier on consumers. Respond quickly on social media, use chatbots for 24/7 support and even create and send a brand video to answer essential questions. By making it easy for customers to resolve their issues, you’ll further create goodwill that leads to repeat business.
Improves your brand reach
Omnichannel marketing—when done right—improves your brand awareness and reach. You can promote in-app deals in your physical store (if you have one); use your website or app to promote deals on social media and so much more. Give customers a seamless experience and they’ll know exactly where to go to make a purchase, improving your overall bottom line.
Use omnichannel marketing to push your brand further
Marketing practices are always changing, but one thing’s for sure—omnichannel is here to stay. By taking a comprehensive approach to marketing that includes all channels and mediums, you can create a seamless experience that keeps customers coming back. Want to learn how to harness omnichannel marketing to get results for your brand? Say hello to Spin Creative and take your customer experience to new heights!
About Us
Spin Creative is a video production company and creative agency helping marketers create winning video and creative strategies that engage, inspire and activate targeted audiences. Spin is headquartered in Seattle with offices in San Francisco and London, serving brands around the globe.
