Why Omnichannel Strategies Are Key to a Smooth Customer Experience
What is an omnichannel strategy? Let’s say a company has brick-and-mortar stores, an online presence, and an app for both Android and iPhone. Rather than having three separate marketing strategies, the company creates marketing content that encompasses all three sales channels at once: the omnichannel strategy. Keep reading as the digital marketing professionals from Saba SEO, one of the most creative San Diego marketing companies, explain how omnichannel strategies make the customer experience as seamless as possible.
What’s Involved?
Essentially, the idea is to make it so the customer sees the same items and feels just as seen and appreciated in all of the three channels. Of course, there might be this sale or that sale that happens in one channel or the other, but the overall messaging should be the same.
How Does It Work?
Let’s look at an example. Henry wants to buy his spouse a birthday gift. He sees the perfect gift online, but instead of waiting for delivery, Henry wants to pick up the item at the local brick-and-mortar location of the business, so he places his order and clicks the box for “pick up in the local store.” Then he waits for the confirmation email. Once he gets it, he goes to the local store.
While there, he interacts with a well-trained, observant, and empathetic salesperson. That person recommends a couple of other items to go with the gift for Henry’s spouse. Henry is delighted! Not only does he buy the original gift he saw, but he also takes the two other items.
Further, because Henry is delighted, he talks about his positive experience with his brother, his friend Joe, his boss, and three of his colleagues. Henry has gone from awareness to advocacy in the time it took for him to order the gift, get the confirmation, and go to the store to pick it up. That’s the power of the omnichannel experience at the customer level.
If you’re looking for a firm with specialized expertise in marketing trends and maximizing the customer experience, call on the experts at Saba SEO, a premier internet marketing service agency that has served businesses around the world for more than 20 years. Give one of our experienced digital marketing specialists a call today.