What is omnichannel marketing?
According to Hubspot, the “omni-channel experience 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.”
In short, omnichannel marketing is a way to create a smooth journey for your customers.
Many people confuse omnichannel marketing with multi-channel marketing, and rightfully so. The critical difference is that multi-channel marketing is highly integrated, whereas omnichannel takes it a step further and is completely seamless. Omnichannel marketing means that no matter where your customers want you, need you, or find you, it will be the same buying process for them. This strategy creates an ideal customer experience.
How can you use omnichannel marketing for your business?
1. Map Your Customer Journey
First, you have to start by fully understanding your sales process. Map out your customer journey by putting yourself in their shoes to know what they experience when they choose to purchase through your company.
There are many popular ways to map your customer journey. You can use funnels, flow charts, bulls eyes, and more. At Deprigo, we use the infinity loop method. This method aims at businesses with ongoing customer relationships, and here’s what ours looks like:
2. Advocate for Your Customers Internally
Once you have a firm handle on your map, it’s time to work on your internal processes. What do you need to do behind the scenes to ensure your customers have a pleasant experience with you? Customer advocacy is an organization-wide effort, though the marketing department typically leads the charge.
One of my favorite marketing quotes is from Velocity Partners, “Great marketers are customer advocates within the company.” Through this process, you will determine where your organization needs help, and you will guide your senior leadership in the right direction. In doing this, you’re providing your customers with the level of service they deserve from your company.
This change in direction could mean having some tough conversations, or it could open the doors to higher productivity and teamwork! Either way, it will be worth it in the end.
3. Update Your Systems
Creating an omnichannel marketing strategy will involve a sophisticated Customer Resource Management (CRM) system to ensure everything runs smoothly. This system should handle your customers from A-Z and keep everyone in your organization in the loop. Having a smooth operation will instill trust in your customers’ minds. Also, the hassle-free process will bring them back when they need your services again!
How can Deprigo help you build an omnichannel marketing strategy for your business?
This kind of high-level marketing is not out of reach for even small, locally-owned businesses! We can help by creating a strategy that will incorporate your brand wherever your customers see you. Whether that’s an in-person event, a mobile-friendly and responsive website, or an e-commerce-friendly social media strategy, we can help! We will help you build the omnichannel marketing strategy your customers deserve!
Contact us today to get started!
Madison is our Social Media Manager at Deprigo. In 2015, she got her degree in Business Administration, with a concentration in Marketing, from California State University, Bakersfield, and since then has been learning everything she can about digital marketing and content creation. She loves coffee, petting dogs, making videos (especially with our drone), and singing loud for all to hear.