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The omni-channel marketing experience for customers
Omni-channel marketing is a multi-channel approach to marketing, selling, and serving customers in a way that creates an integrated and cohesive customer experience no matter how or where a customer reaches out.
Omni-channel experiences will use multiple channels, but not all multi-channel experiences are omni-channel. Your business can have amazing mobile marketing, engaging social media campaigns, and a well-designed website. But if they don’t work together, it’s not omni-channel!
The multi-channel experience is what most businesses use and invest in today. Marketing strategies usually make sure a business has an active website, blog, Facebook, and Twitter. They use each of these platforms to engage and connect with customers. However, in most cases, the customer still lacks a seamless experience and consistent messaging across each of these channels.
As customers own more and more ‘devices’, businesses are now required to offer an approach which provides a seamless user experience across all channels relevant to the buyer’s journey while users switch between devices to complete tasks or make purchases. The level of integration required for this experience is greater than that of traditional multi-channel marketing.
The brands who can best interpret omnichannel data and understand all customers are leading the way in this multi-technological age. There is a new dimension of customer final decision being made to purchase, price, relationship, service and continuity will all be considered.
If you’re thinking that matching the colors and content across devices is omni-channel, we would encourage you to reconsider!