Have you ever used your smartphone to look up reviews of a product as you stood in the aisle? Purchased something online to be picked up in-store? Scanned a QR code on your TV to learn more about a product or service you saw in a commercial?
If so, you’ve experienced omnichannel marketing.
Omnichannel marketing involves making sure that each marketing channel you use flows seamlessly into the next, taking your buyer on a journey and ensuring they don’t get lost along the way.
If you’re not sure how to use it in your business, we have some suggestions.
7 Ways to Engage Customers Wherever They Are
1. Optimize Every Channel
Omnichannel marketing involves using all of your channels, so each one of them needs to be spectacular in its own right before they can begin to work together.
Is your website optimized for mobile? Are your socials up to par? Is your app pulling its weight? Just one glitchy channel can ruin the whole experience.
2. Embrace Technology
Artificial intelligence (AI) is being used in just about every industry now. Marketing is no exception.
In omnichannel marketing, AI can be used to analyze data, better understand your customers’ needs, and help you create targeted promotions and personalized recommendations that will draw people in.
3. Keep Your Channels Consistent
If your mobile app looks and feels very different than your social media pages, and your social media pages don’t look anything like your in-store experience, you have a problem.
To create a truly seamless experience, you need to maintain consistency across all of your channels. Otherwise, you risk jarring your customer out of your carefully crafted buying experience.
4. Make Virtual Experiences Feel More “Real”
In-store shoppers have the advantage of seeing an item in person. They can touch it, try it on or test it out. Not so for online shoppers.
To combat this, make virtual shopping experiences feel as real as possible using things like 360-degree viewing, augmented reality, product videos or other creative devices.
5. Put the Customer in Charge
Don’t just put yourself anywhere your customer is. Your marketing strategy should also ensure that you’re wherever you need to be when your customer wants to come to you. Some might want to call you directly, some might want to chat online, and some might want to meet face to face.
Providing multiples ways for your customers to communicate with you ensures that everyone feels welcome and valued.
6. Use Customer Journey Maps
Customer journey maps allow you to see how people are interacting with your business and identify channels where there might be a snag or two. And because they list each touchpoint the customer has, from first awareness to the post-purchase phase, they’re instrumental in omnichannel marketing.
Our guide on customer journey maps details what they are, how they can help and how to get started creating them.
7. Get Your Team on the Same Page
Omnichannel marketing only works if your entire team understands the assignment. Everyone from business marketers to salespeople to customer service representatives to web and app designers need to be on the same page.
By clearly communicating your omnichannel marketing strategy, you’ll ensure that your customers get the seamless experience they deserve no matter who they come in contact with!
With Omnichannel Marketing, You Can Be Everywhere!
From Disney to Starbucks to Amazon, big-name brands have long been leveraging omnichannel marketing with tremendous success. But you don’t need a huge marketing budget to co-opt the strategy for yourself. When you’re everywhere, everyone can find you!
Are you ready to develop your own omnichannel marketing strategy? Mischa Communications can help! Start by clicking here.