The customer experience has dramatically improved with the onslaught of technology and the digital environment. Knowing how to build trust and engagement is critical to keep customers engaged and loyal to your brand. Omnichannel marketing is one of the major developments to help create enhanced customer experiences.
In fact, when summating their top trends for Customer Relationship Management in 2017, Forrester Research found customers value their time over anything else. Therefore, providing easy brand access through omnichannel strategies is vital moving forward.
What is Omnichannel Marketing?
You may have heard of “multi-channel marketing.” It characterizes the spread of marketing efforts over a variety of platforms: in-store, online, and social media being a few examples.
Omnichannel marketing blends all of these efforts into one to provide a seamless customer experience. Customers may start the purchasing process on one device, then complete the process on another platform with no interruption to their service.
Want some omnichannel marketing examples? Here are three brands doing a great job.
Disney’s omnichannel expertise starts at their superior website, which easily adapts to a fluid and user-friendly mobile experience. This is a rare find among company websites. So, you can book your trip to Disneyland at home on your computer. Once you arrive, the Disney app is a useful tool that is easily integrated to make your day easier.
You can use it to plan your entire trip, find your way around the park, book where you’re going to eat, and view wait times for your favorite attractions. Disney also has a program that allows you to order food at the park, enter your hotel room, and store photos taken during your visit.
2. Lorex Technology
The security camera company Lorex utilizes its website to offer a seamless and easy experience to its customers. Not only is it mobile friendly, and therefore able to be navigated on various devices, but it includes relevant information to assist users in making informed purchases.
Whether you buy products in store or online, you can:
- Access a support library
- Review a step-by-step overview of the order process
- Create support tickets
- Share feedback online
- Get real-time shipping updates straight to your mobile device
As one of the largest corporations in America, Starbucks ensures its customer experience is as quick and effective as possible by utilizing omnichannel strategies. The coffee company offers efficiency to its customers by integrating its mobile app into the in-store experience. The app allows customers to:
- Place orders and pay for them online
- Find the nearest store
- Learn which location has the shortest wait time
- Check and reload their accounts in real-time
Buying coffee has never been easier!
Omnichannel marketing is a great way to bring convenience to your customers through modern technologies. Customer service and satisfaction should always be a priority, regardless of the size or nature of your business. Research effective omnichannel strategies and determine which are best for you.