Not to be confused with multi-channel marketing that treats each business channel as a separate entity, omnichannel marketing refers to marketing delivered across multiple channels that ultimately operate together to provide seamless solutions.
As well as bringing the undeniable benefit of expanding your brand presence in a way that siloed marketing never could, this omnichannel approach is especially crucial for providing high-quality customer experiences on a mass scale. That not only increases your chances of creating leads in the first place but also of converting those leads into loyal customers who keep coming back.
Unfortunately, all of these benefits can be undone by poorly implemented omnichannel marketing that ultimately leads to more convolution than it solves. To avoid that, and to stay on the right side of this make or break marketing must, we’re going to consider how you can make the right choices with omnichannel marketing that truly changes things for the better.
# 1 – Upgrade your tech
Omnichannel marketing almost exclusively refers to online efforts, highlighting the need for the best tech to both keep things up and running, and ensure the integration that ultimately brings this approach to life. Dedicated servers that improve online functionality, along with in-house tech including smartphones, high-quality cameras, and high-speed computers. are particularly essential for allowing your team to more easily fire effective marketing on all channels without setbacks. Integrated systems like point of sale (POS) can also work wonders for ensuring updated solutions that simplify otherwise complex processes with a holistic view that enables the one-source management, maintenance, and oversight of this otherwise unwieldy marketing approach.
# 2 – Develop 360° customer profiles
Omnichannel approaches aren’t much use if the data you collect here remains one-sided. Hence, success rests on your ability to develop not only relevant customer profiles for each channel but also a 360° data view that enables you to better integrate effective approaches that tie things together as necessary. Sharing information across departments is especially imperative, making it easier to see which channels are creating sales, where the majority of your customers are coming from, and also what everyone can do to scatter those benefits and strengths across entire omnichannel landscapes.
# 3 – Always measure success
Even a great omnichannel marketing drive will offer limited value if you don’t also take the time to measure the success, not just of each channel as mentioned, but also of your omnichannel efforts themselves. Everything from customer feedback to tangible results and even information about the number of channels consumers are accessing can all help you to develop a more accurate idea of what’s right or wrong here. Metrics like customer retention, order value, levels of engagement, and the ease of customer journeys can especially enable the setting of key performance indicators (KPIs) that turn substandard omnichannel offerings into great ones that deliver at every level possible.
Omnichannel marketing can put you onto a winner, but it can also unravel your processes if you don’t keep these standards for success in mind at all times.