Beyond Omnichannel Marketing: Consumer Experience

The prefix omni- means of all places or in all things. Omnichannel describes the sort of sales that combines various methods of shopping that are now available to consumers, online, over the phone, and in a physical store. Omnichannel marketing is a client-centric approach to sales leads and customer engagement. With this approach, retailers give the customer and prospective customers access to their goods and customer support services on all devices, platforms, and marketing channels.

Beyond Omnichannel Marketing: Consumer Experience

Omni-channel Customer Experience

Creating an omnichannel customer experience allows customers to engage with your business at a variety of contact points. This seamless customer journey allows consumers to pick up their shopping experience where they left off on one channel and to continue it on another. For example, let’s assume you have entered your personal details when shopping online. If so, you shouldn’t have to repeat the process when you shop on the web, in a mobile app, or in the store. All of the channels should know who you are and what you are shopping for. That includes social media channels such as Facebook, Instagram, Pinterest, and others.

Customer Expectations

Nowadays customers expect a seamless and smooth shopping experience. Technology plays a big role in delivering a smooth path to purchase. Technology helps retailers support multiple channels through the use of email, web, and voice. In fact, digital technologies help to deliver a more accurate service much faster, which is what customers expect.

Consumer behaviors have evolved and their expectations have risen. Consequently, salespeople, support staff, and marketers all now have to step up and react accordingly. Therefore, they need to adopt an omnichannel and multichannel approach to improve the customer experience. This means being backed up by systems that integrate customer touchpoints on desktops, tablets, mobile phone apps, emails, and smartwatches. Furthermore, an omnichannel experience has to be omnipresent, 24/ 7. Customers expect a personalized experience with a retailer whenever they want it, not just during store hours.

Business Expectations

Businesses expect digital channels to grow the bottom line by boosting sales and reducing the cost of sale overheads, principally salaries. The omnichannel approach to marketing seeks to offer fast and efficient personalized interactions at every opportunity, with as little human intervention as possible. In fact, the speed of service and limited human intervention in delivering the customer service reduces the cost of new customer acquisition and generates sales faster. This is done by creating multiple environments in which a customer feels they can trust the information provided, appreciate the speed and quality of service and therefore feel safe to buy from a company.

By increasing sales while simultaneously reducing the human cost of sales overhead, a company is able to be more competitive in the market. Getting service right at the point of touch eliminates the need for follow-up or for customers to call again. Not to mention, the advantage of delivering service to these standards is reassuring to customers. These customers then feel positively disposed towards making quicker buying decisions. Correct and timely servicing mitigates any concerns a customer may have about interacting with a company through technology.

Business Benefits

Being a pleasure to deal with has three key benefits for a company. Firstly, customers satisfied with the service will decide to buy without much further thought. In fact, they came onto your sales platform for a reason, with a need to buy. Secondly, happy customers become repeat customers. Thirdly, an amazing omnichannel experience will have those customers spreading the word. Word-of-mouth marketing is the best type of marketing beyond omnichannel marketing.

Additional Reading: What You Need to Know About Omni-Channel Customer Experiences – Salesforce

Omaha SEO Company | Providing the BEST SEO Services in Omaha

We are a premier internet digital marketing company providing:

• Omaha Search Engine Optimization SEO services
• Online presence
• Website Design
• Local SEO Strategy
• Email Marketing
• Social Media Marketing
• Marketing Campaigns
• Digital Marketing Strategy
• And More

Our marketing services goal is to continually over-deliver to each and every client we work with. We are a team of SEO experts, web design wizards, social media master-minds, and online reputation management specialists. With over 10 years of experience, we have developed a system that ensures the success of our clients with our products and services.

Our SEO agency is here to ensure your website is ranking high. Our goal is the top position. Exactly where the best most qualified traffic is. Give us a call for your FREE Consultation.