1. Omnichannel Marketing by definition is a marketing strategy that allows brands to use multiple channels to provide a seamless and integrated customer experience.
2. Multiple channels refer to different platforms; from brick and mortar physical stores, online shops, company and product websites, to brand social media accounts and mobile applications.
3. Omnichannel marketing or experience is often associated with and/or mistaken for Multi-channel marketing or experience. Though they have some similarities, they differ in terms of what should be the core of the strategy. Omnichannel is customer-centric while Multi-channel is brand-centric.
4. Omnichannel means ‘all’ while Multi-channel means ‘many’.
5. Omnichannel Marketing’s platforms have to be coordinated and unified at every touchpoint (in real-time) while Multi-channel marketing does not necessarily have to. As long as the platforms of the same brand do not work and coordinate together, it’s not omnichannel.
6. Both strategies aim to deliver the brand’s marketing message efficiently to their customers.
7. The main purpose of omnichannel marketing is to be present whenever and wherever customers need them, even in the virtual or physical world and to deliver their experience tailored to the customer’s buying behavior.
8. The key to successful omnichannel marketing is consistency.
9. Every platform in the omnichannel approach has to have the full experience, no compromises.
10. Omnichannel marketing focuses on building stronger relations with its customers and potential customers. Presence is the key.
11. Since Omnichannel focuses on its customers, they want them to experience ‘effortless’ shopping.
12. Omnichannel marketing requires coordinated and collective work, not just the marketing brand of a company but with several departments.
13. Omnichannel marketing is a holistic approach to capture and influence the buying behavior of the customer. It is persistent and will not stop until the potential customer becomes part of the brand’s community of loyal customers.
14. Customers nowadays are dynamic and continuously shifting from platforms to platforms (e.g. social media shopping then prefers to buy at the physical store) and marketers should respond to that change. Google research says that 90% of people who own multiple devices (laptops, smartphones, tablets, etc.) switches in an average of three times to complete a particular task.
15. Omnichannel marketing follows their customer journey religiously. Examine how the shoe brand made an effort to follow through Jerome’s behavior until it influenced his decision-making.
16. Starbucks is one of the top players in omnichannel marketing. Here’s how it works:
Customers of the famous coffee company may opt to use their rewards card to purchase a product. This card serves as their loyalty card but unlike any other, you can reload points via smartphone, mobile application, website, and also in-store. Emphasis on ‘all’ platforms referring to note #2 and #4. And once these changes are applied, data shall also be updated across all platforms in real-time.