Increase Customer Experience with OmniChannel Marketing

…concept of multi-channel marketing: In multi-channel marketing, the interaction is mostly linear while is contradictory to Omnichannel marketing. This approach is based on two main factors which mean making the…

Zight | May 20, 2019 | 4 min read time

Article Last Updated: July 29, 2023

Increase Customer Experience with OmniChannel Marketing

Omnichannel marketing is a multi-channel sales tactic that allows the customer to have an enjoyable shopping experience. They can access the website via desktop, laptop, phone, or tablet or in a physical store, and in the end, their experience would be splendid. Embedding Zight (formerly CloudApp) content through Omnichannel has assisted many organizations for monitoring and improving their customer experience in real time.

The Omni Channel Customer Experience

The Omnichannel customer experience allows a customer to have customized touch points; if they left off one channel, they could continue their adventure on any other device, right from where they left off. One of the most common conditions where this method is apparent would be when a customer after hours of searching the item they want to purchase finally finds the product and comes to realize that he/she does not have a credit card nearby, the tab can be closed, and the item would remain in their cart. However, the Omnichannel customer experience is not limited to online channels; it is present in offline channels too, i.e., physical stores.

How to Plan and Create an OmniChannel Marketing Strategy?

Expert suggests some techniques that allow establishing a fantastic strategy of creating such a channel.

Emphasis on Content

Establishing an Omnichannel marketing strategy could be extremely beneficial for the business. The customer-centered multi-channel strategy is taking its toll on every offshore organization, whether they are in retail, entertainment, or the banking sector; Omni marketing strategy is revolutionary to customer experience.

Deep Customer Knowledge

Before any marketing strategy is implemented, a business must have all the necessary knowledge about their customers. The understanding of customer needs and their purchasing power could play a vital role in a business’s understanding of the customer in total. Customer knowledge is essential to create and implement a customer-centered marketing strategy.

Coordination at Interdepartmental level

Interdepartmental coordination is vital to every multi-channel promotion strategy but even more critical in Omni marketing strategy as the departments must work together to bring the customer with top-notch customer experience. The interdepartmental coordination sets Omni marketing strategy apart from other multi-channel marketing strategies as the departments can work together to affect the customer experience positively.

Responsive Web Pages

Having responsive web design on multiple channels is key to Omni marketing approach. Responsive web design is vital for a business, and the most obvious reason for that is customer experience. However, customer experience isn’t the only reason for having a responsive web design. It is also essential for the ease of making changes quickly.

How to Increase Customer Experience with Zight (formerly CloudApp)

Cloud app could be one of the most powerful tools to elevate customer experience because of the visuals provided by the app. The ability to customize anything to the user’s liking and the brilliant customer interactions but to make this all work and getting started with Zight (formerly CloudApp) it is required to focus on certain things:

1. Keeping the customer experience as a top-most priority.

2. To understand our target potential

3. The ability to alter the interaction of the customer with the brand.

4. The regular maintenance of customer interactions to make sure that they are up to date.

According to CrowdWriter, it is asserted that:

“The companies which have well-defined Omni channel customer experience will be able to secure a 91% increase in customer retention. This rate of increase is comparatively quite high on an average in comparison to other companies having no Omni channel program defined.”

Difference Between Omni Channel and Multichannel Marketing – Will OmniChannel Marketing be Useful?

The Omnichannel is completely oriented around the customer; hence, they place the customer at the center point. On the other hand, multi-channel only aims to advertise via several channels and get the word out as much as possible. One key thing to remember is that every experience of Omni-channel will use multiple channels while it is not happened in multi-channel experiences case.

Omnichannel marketing is for the reasons above, better than other multi-channel marketing strategies. The fact that the Omnichannel marketing enables the user to personalize their experience gives it a greater chance of success and improves customer loyalty in contrast to other strategies. Every company should develop its unique Omnichannel experience by working in close coordination with several departments. The visual below will further clarify this concept of multi-channel marketing:

In multi-channel marketing, the interaction is mostly linear while is contradictory to Omnichannel marketing. This approach is based on two main factors which mean making the complete process easy for the customer. Secondly, it is required to have a unified message to be distributed across every platform whenever customer interaction occurs.

Overall it can be concluded that the better user experience, the ability for channels to coordinate and personalized customer interactions give Omni marketing strategy a higher chance of success. This is still an emerging concept which needs some more time for expansion, meanwhile some leading businesses have already switched to Omnichannel experience. The bottom line, which all marketers should understand is to increase their efforts towards Omnichannel. If all this is done successfully, then there will be an increase in customer retention and business revenue. The key to all this is the integration of more channels and their utilization; once this is attained, the more valuable, they can become.

Author Bio:

Amanda Jerelyn has expertise in the field of advertisement and marketing. She is currently working as a marketing executive at Academist Help. She works passionately for researching tools and techniques which can assist marketers in promoting their brand name. Apart from that, she owns a website Guide2Write, which is also available to students for knowledge about referencing.

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