Emarsys refer to Omni-Channel Marketing as a seamless point of sales approach for the customer. This means a consumer engages in the same experience with the business whether they are on a desktop, mobile or in the physical store. Our previous blog notes that we cannot determine a single point of sale with consumers, instead there is a variety of touch points. Due to this, the Omni approach enables businesses to deliver a homogenous experience across all channels so the consumer can have a holistic experience.
Today we’ll look at the importance of Omni channels:
Better Customer Experience
The Omni-Channel approach aims to create a fluid customer experience between many channels be it traditional or digital. This approach allows the business to engage constantly with the consumer at different touch points rather than the current interrupted engagement. Our Customer Experience blog highlights the benefits of personalisation which can be utilised to improve the overall experience further using this Onmi-Channel approach.
Stronger Brand Acknowledgement
One benefit of an Omni-Channel approach is the ability to increase the target audience’s awareness of the brand. V12 states every Omni-channel CE strategy undertaken retains approximately 89% of their customers. The constant interaction through a multitude of channels can help a brands name become engrained in the minds of a consumer thus improving brand recognition.
Generating powerful analytics can help a business identify and create experiences that are useful and informative to consumers. Using the Omni-Channel approach enables a company to gather more insightful data about their target audience and their journey through the different touch points. The information generated through an Omni-Channel strategy can also be used to help a company learn more about their audience and in turn, improve their customer experience.
And there you have it, three main benefits to using the Omni-Channel approach.
Thanks for reading,