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Mastering omnichannel marketing is the dream, the holy grail, the ultimate goal, and plenty other terms and phrases that basically means “oh boy, if we nailed omnichannel marketing we would rule the world.”
But can we ever truly wrestle omnichannel to the ground and make it say uncle?
What does omnichannel marketing mean?
Omnichannel refers to the seamless experience that all business owners must provide its customers in the digital world.
Simply, a customer should have a totally joined-up and consistent journey across all your channels – in-store, online, mobile app, social media, email, everything.
It begins with research and ends with (hopefully) a sale, but in-between there can be all sorts of tributaries and digressions…
Let’s say a search on Google for your product leads to a paid ad for your product, then the searcher clicks through, lands on your website and researches the product. Maybe they’ll add it to their basket, but then there’s a chance they’ll just change their mind and leave.
You could then retarget them with an email or display advertising. Maybe that will tempt them back. Maybe it won’t. Maybe the customer wants to know more about it before they purchase…
Perhaps the same person then sends your company a tweet or an email asking for some help. Your customer service team can reply as quickly, politely and personally as possible. Perhaps that customer then goes into your physical store a week later, tests the product and then asks for assistance. The helpful sales assistant maybe makes a sale there and then, or finally, the customer goes back to the website and makes a purchase from the convenient comfort of there sofa… or a mobile phone while sat on a bus.
Finally a conversion is made!
All of the above sounds ridiculously complicated (and is probably a little boring to read) but we have all behaved in a similar way – but probably drawn out over a longer period of time, with even more channels and false-starts.
The key to keeping your potential customers happy and your brand or product at the top of your mind is to make sure that all of the multichannel experiences above are consistent.
What counts as ‘consistency’ in omnichannel
There are loads of things you should ensure in order to provide a joined-up experience, but the following are very important.
- Your brand is consistent
- Your messaging is consistent
- Your tone of voice is the same
- Your pricing is the same
- A customer should only have to deal with one customer service representative, or at least not have to repeat themselves every time they get in contact
- Make sure all retargeting is relevant to the customer, in email and display
- Make sure if an item is placed in a basket on the desktop version of your site, that it remains when they visit your mobile site
- Your various web properties (desktop, mobile web, app) should have the same navigational elements and offer the same native experience
- Your customer service should be excellent, responsive and personal across all channels – whether in-store, via email or on social
With a lot of the above, it will come down to strong management and a clear vision for what you want to achieve across every facet of your business, especially when it comes to customer service.
But for everything else – especially the automated, retargeted parts – there are beacons.
The true battleground for providing seamless experiences across channels, is the one between online and offline.
Yes you can ensure that your digital-first properties are coalesced, but how can you be sure that the same experience will be granted to your previously digital-only customer when they walk into your store?
Beacons. By having beacons placed around your location, you can be certain that you’re delivering the right messaging at the right time to your potential customers.
With you app downloaded, a visitor can continue where they left off online in your physical store.
Everything added to a basket, or browsed for online, can inform the offline experience. Perhaps a wishlist created on the web can be used to send the user personalised discounts. Perhaps if you have a loyalty scheme, you can remind them how many points they have when they walk in.
Finally everything that happens in a traditionally non-digital setting can be measured, attributed and learnt from – therefore informing the last outpost of the customer journey in a far more accurate way than ever before.