Omni-channel marketing is a type of marketing that implies the seamless use of several marketing channels for the company’s interaction with the user.
The reality is that every year fewer and fewer users use only one channel to communicate with the company and make purchases only online or only at a physical point of sale. Clients try to experiment and compare experiences. In order to build a truly effective collaboration, buyers and companies need to find the most convenient and affordable ways.
The purpose of omni-channel marketing is to provide a "seamless" interaction experience in which the user does not feel the difference in using all available communication channels with the company: website, outdoor or Internet advertising, mobile application, email, push notifications, etc.
Why a company needs omni-channel marketing
Personalization
The implementation of the omni-channel strategy implies the most detailed collection of data about each client through all available communication channels. The data obtained will help to form personalized proposals and create precious and engaging content. Marketing research confirms that personalization contributes to an increase in the company's average check and total profit.
Better customer retention
The plan of reactivation and re-involving the user in communication with the company increases the ability to retain current customers and build long-term relationships with them. A customer who interacted with you and was satisfied is more likely to make a second purchase and recommend the company to your friends.
Customer LTV enhancement
LTV is one of the most critical indicators in marketing, as it helps companies determine how much each buyer is interested in the products/services of the company, as well as calculate the profit they can bring in the future. Current customers bring companies more than 65% of the profit.
Higher competitiveness
Introducing an omni-channel business model will allow your company to be flexible and customer-oriented, thus getting an undeniable competitive advantage and always being one step ahead. Omni-channel is a great way to improve customer experience and become a desirable company for consumers.
What do we offer?
Our team develops effective omni-channel marketing tactics, combining all client interaction channels in a single strategy.
Studying the target audience - analyze your client's profile, and make a detailed buyer's portrait. We segment the audience and develop strategies to personalize the interaction experience with the company.
The customer journey visualization - we examine the customer journey map and visually present how consumers find the company, what channels and points of contact they use, and identify gaps in the interaction.
Selection of communication channels - analyze and compile a list of the most effective communication channels, relevant social networks, and messengers that need to be connected. We eliminate unnecessary channels and touches from the strategy.
CRM configuration - customer relationship management system. With it, you can track the history of interactions, collect and store all information about clients and their preferences and build omni-channel sales funnels.
Communication strategy development - we analyze the sales channels for sales generation effectiveness and consider the phasing of messages to involve clients in the following sales funnel stage. We develop methods to retain clients.
Selection and implementation of marketing automation tools - we build quality and continuous communication with the target audience. We develop and launch chatbots and configure SMS mailings.
Work with feedback - we collect customer feedback, form recommendations and plan to improve communication and customer service.
Results analysis - we track statistics and key performance metrics. Based on the data, we make adjustments to the strategy and marketing plan.