Technology is affecting everything we do. It’s changing the way businesses run and communicate with us. People interact with companies very differently than they did just several years ago. Now, we interact with products and the services companies develop throughout the day. Most of it is digital interaction. We use apps, social media platforms, online video platforms, search engines, e-commerce, and several other channels. That’s what we mean when we talk about omnichannel. It refers to how we’re interacting with companies, friends, colleagues, and others in diverse ways across multiple channels.
But how has the way businesses operate done today affected the marketing industry? Here we’ll discuss how marketing has evolved to capitalize on the potential of omnichannel marketing? Let’s take a look at what you need to know about omnichannel marketing and how you can use it to scale.
What Is Omnichannel Marketing?
Think about the last time you make a large purchase. Did you go directly to the company’s website and buy it right away? Probably not. If you’re like most modern consumers, you did a lot of research and interacted with the company, the product, and friends who have used the product before you purchased it. In all likelihood, you watched some videos about the product on YouTube, read reviews on Facebook, asked friends about their experience, looked at competitor products, and searched for stores with the best prices.
As a marketer, you can add value to your organization with omnichannel marketing says Ross Kernez of Marble. The ideal is to place the right ads or content at those various points in a consumer’s journey that hit the right notes and help them decide to buy. How it’s done can be complex and requires planning. On a basic level, omnichannel is about presenting a unified message around your product, service, or brand to your customers.
What’s Different About Omnichannel Marketing?
There’s multichannel marketing, and there’s omnichannel marketing. What’s the difference? Most companies engage in multichannel marketing, where they’re placing ads on different media platforms. If you’re a small business, you’re paying for Google ads and placing promotions on social media.
Omnichannel marketing, however, is different. Omnichannel takes a deeper look at what course your customers typically take from the time they are a stranger to your brand until they become a customer. Then, based on those behaviors, you can market to them across different channels. It’s all about how you’re speaking to your customers along the sales cycle.
Creating a Positive Customer Experience with Omnichannel Marketing
With omnichannel marketing, you’re delivering the content your customers want in ways that are easy to access and consume. If you know, for example, that most of your customers watch four video reviews of your product before making a purchase, then you’ll want to produce high-level video content that highlights the benefits of the product and motivates them to buy.
The sales process should be welcoming and seamless. Consumers have shown time and time again that they want their online purchasing to be easy, and that they’ll pay for a better experience. How you design where your ads are placed and where links take your customers with an incredible experience in mind is what omnichannel marketing is all about.
How You Can Start Using Omnichannel Marketing
Paid marketing gets so much attention for how it helps generate sales and drives profits. That’s important, but omnichannel marketing needs to focus more on the customer. You have to have the right mindset and anticipate your customers’ needs to get it done correctly.
Talk to your customers to understand what convinced them to buy your products. Ask about any pain points they had along the way and work inside your organization to correct those issues. Think about how an omnichannel approach can improve the way you’re marketing to your audience. If engaging more on social media has a positive impact on customer sentiment, then you may want to allocate more resources there. It’s the holistic approach that matters most.
Refining Your Marketing Strategy
The best thing about omnichannel marketing is that you have options. You can play with different channels and see what it’s doing to the customer experience. The data will show in terms of satisfaction rates, refund requests, positive online reviews, etc. It’s a constant process of refinement as you try to get your marketing campaigns lasered in on what your customers want.
One of the best things you can do as an organization is to define what success looks like and then build your omnichannel marketing strategy from there. Once you’re on the right track, you’ll start to see your business scale. All the right touchpoints are in place and the sales process is simple. Referrals will start happening and, if your process is automated, you’ll be making money in your sleep.