Ultimate Omnichannel Marketing Guide for 2021 and Beyond

SAGAR SRIVASTAV | July 26, 2021 | 113 views

Omnichannel Marketing Guide
Companies with robust omnichannel customer engagement see a 9.5% year-over-year increase in annual revenue and see a 7.5% year-over-year decrease in cost per contact. Consumers are extremely comfortable and contented with omnichannel shopping. More than 89% of customers are engaged with omnichannel and the number has been increasing gradually. As a result, omnichannel marketing has become one of the vital components of advertising.

Maintaining quality at reasonable prices is no longer the only aspect of a customer’s purchasing decision. Brands need to be present on all the platforms where there is a target audience.To put the consumer on priority in your strategy, you must foster optimistic, persistent, and unified experiences at every touch point along the customer’s journey.

Let’s examine every aspect of omnichannel marketing to understand its significance in your business and utilize it to create an exceptional experience for your consumer and maximize your ROI.


What is Omnichannel Marketing?

Omnichannel marketing is a holistic approach towards the target audience by creating a brand’s presence across multiple online and offline channels. One of the most important aspects of omnichannel is that each channel is interconnected to deliver a seamless experience and connected purchase journey. Its objective is to produce superior, first-class connections that drive your customers to take action. It’s about meeting your clientele, no matter where they are or where they go, with a consistent brand identity, message, and all-around experience.

A survey conducted by Harvard Business took 14 months to analyze consumers’ shopping behavior wherein they interviewed approximately 46,000 purchasers. They found 7% of the customers were only online shoppers and 20% of them were store-only shoppers. 73% of them used multiple channels throughout their shopping journey.

The survey found that the more channels the consumers utilize, the more valuable they proved to the retailers. For instance, the study revealed that the consumers who use more than four channels spent 9% more in the store than those who used a single channel. Due to this, the retailers had to reconsider their customer journeys and discover new ways to acquire, engage, and retain customers through positive experiences across multiple touch points.

With new marketing channels emerging, omnichannel has become the need of the hour for marketers and shift their focus from traditional marketing to omnichannel marketing strategies.


Omnichannel vs. Multichannel and Cross-channel- Differences

Marketers utilize these marketing channels interchangeably. After all, they seem to mean the same thing - using multiple channels to acquire, engage and retain your customers. But, there is a slight difference among all of them. So, let’s understand the differences.


Omnichannel

Omnichannel marketing is a tactical approach to create your brand’s presence across various online and offline channels. These communication channels are connected, consistent, and interactive, which makes the customer journey easier on all devices.

In omnichannel marketing, the messages are consumer-centric that are created to convey personalized and one-on-one communication. And this unique quality attracts the customers to buy products or services. Omnichannel marketing has superseded multichannel and cross-channel in the last few years.


Multichannel

Multichannel marketing is an amalgamation of multichannel online and offline to get in touch with customers and put products and services at the right place and at the right time. However, these channels aren’t connected — they function in isolation and there is no exchange between them. The goal of multichannel marketing is to grow the reach and connect with the audience wherever possible. It is company-centric which delivers different messages on different channels.


Cross-channel

Cross-channel marketing refers to customer-focused digital marketing techniques used by marketers globally to provide their customers with a consistent experience when interacting with their brand across multiple digital channels. Cross-channel marketing is sometimes customer-centric or company-centric depending on the requirements.


Omnichannel Statistics

  • Marketers using three or more channels in any one campaign earned a 287% higher purchase rate than those using a single-channel campaign.
  • Customer retention rates are 90% higher for omnichannel vs. single channel.
  • 98% of Americans switch between devices on the same day.
  • Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel.
  • Omnichannel strategies drive an 80% higher rate of incremental store visits.
  • Businesses that adopt omnichannel strategies see 91% higher year-over-year customer retention rates compared to businesses that don’t.
  • Some 73% of consumers shop on more than one channel.
  • Almost 90% of retail leaders agree that a seamless omnichannel strategy is critical to business success.
  • 70% of internet users buy clothing and footwear online, making clothing and footwear the most purchased item online.
  • By 2023, the global omnichannel retail commerce market is projected to grow to US$11.01 billion.
  • Companies with strong omnichannel customer engagement will see a 9.5% rise in annual revenue.
  • 60% of millennials expect brands to provide consistent experiences across multiple channels.
  • Creating a cohesive customer journey across different channels is important to 86% of senior-level marketers.
  • Omnichannel campaigns produce a 250% higher rate of purchase frequency than do single-channel campaigns.
  • 80% of consumers say they are more likely to do business with a company if it offers personalized experiences.


Challenges While Implementing Omnichannel Marketing Strategy


  • Lack of Effective Content Strategy

Content is the valuable, essential, and utmost important factor for omnichannel. A well-analyzed and creative content strategy can ensure your campaign success. Your target audience uses various channels such as social media, mobile apps, websites, etc., to interact with your brand. Therefore, you have to be extra careful while delivering messages. The quality content consists of top-notch quality, relevant information, sophisticated language, and avoid an embarrassing mistake in grammar.

  • Improper Utilization of User Data

When users interact with a brand, they leave data such as contact numbers, email ids, addresses, etc. However, brands don’t store or utilize it properly. According to Neustar, 60% of this data is outdated within two years. 37% of the people in the US alone change their contact details within a year, making your data obsolete. Brands need to contain the information in a unified system that they received from users to be utilized by the sales and marketing teams to deliver relevant offers to users.

  • Unproductive Strategy

A survey conducted by Yes Lifecycle Marketing says that two-thirds of marketing administrative at large companies found it challenging to coordinate campaigns across various channels. The study blames silos and organizational structure as one of the primary reasons for failure in implementation. If you want to make your omnichannel marketing strategy efficacious and profitable, you need to understand your customers’ requirements and plan accordingly. Placing your customer at the center of your strategy, leverage technology, putting relevant information, understanding buyer’s journey, providing vouchers, offers,a flaw-less content and systematic approach make your omnichannel marketing strategy result-driven.

  • Lack of KPIs Measurement

Four stages of a buyer’s journey- awareness, engagement, conversion, and delight are much more valuable and play acrucial role in marketers’ lives. Marketers have to ensure that the entire journey delivers a constant experience to the buyer. While marketers measure the campaign’s overall effectiveness, they fail to measure the KPIs at every stage of the buyer’s journey. This averts the marketer from deriving meaningful insights about each stage of the journey posing a challenge in improving the experience for the customer. Marketers need to evaluate the campaign at every stage instead of evaluating the results for the entire campaign.


Create an Incredible Omnichannel Marketing Strategy

You can make your omnichannel marketing strategy unparalleled, persuasive, and goal-oriented by just following these substantial steps.

  • Know Your Customer Better

Before executing your marketing plan, you must be aware of your target audience. Who they are? What are theirs need, their age, demographics, etc? Only then will you be able to design relevant campaigns for your customers. It doesn’t matter if you reach your target audience online or offline — it’s vital to express the unique value proposition (UVP) you provide. In addition, your UVP must be tied to a solution to their problem.

  • Quality Maintenance

Do you want your target audience to visit your website and experience your product or service? If so, you must create an omnichannel experience that shows your expertise in your field. You need to maintain the quality of the content you are delivering your audience whether it is video, gifs, or other content forms. It should be pertinent, valuable, and easily understandable.

  • Evaluate Each Channel

In omnichannel, it is essential to analyze each channel’s performance. It helps to understand your marketing approach in a better way. You need to find how many channels are performing well and eliminate the channel that does not respond to your business objectives.

  • Put the Customer at the Centre

Undoubtedly, your objective is to sell your product or service, but your customer should be your utmost priority. You need to discover a way where you can enhance the engagement of your customers with your brand. Creating interesting puzzles, asking advisory questions, sharing fun facts, etc., shows that you are involving your target audience and giving them a value that helps build your brand.

  • Woo the Audience with Offers

Most marketers introduce vouchers or some interesting offers to woo the customers. For instance, you can create a campaign where you can ask some interesting questions and provide a reward. This tactic initially helps your brand to gain a maximum audience. Once you have most visitors to your website or other channels, it becomes easy to hold on to audiences.


Significant Omnichannel Trends in 2021

There are many significant channels that can help you to scale your business. Here is the list of some prominent channels.
  • Artificial Intelligence
  • Augmented Reality
  • Social Media (Facebook, Instagram, Twitter, Youtube, etc.)
  • Email Marketing
  • Video
  • Blogger


Final Thoughts

Some marketers might question whether omnichannel marketing is worth it or not. Well, thorough researched data, relevant and valuable information, important marketing channels, and knowing your customers’ requirements are the key factors that make your omnichannel marketing strategy influential. It helps in every aspect. Appropriately implemented omnichannel marketing boosts your sales and conversions, builds robust connections with your customers, and enhances your brand affinity. This omnichannel marketing guide will help you to find concise and comprehensive information.


Frequently Asked Questions


What is omnichannel marketing?

Omnichannel marketing is a holistic approach towards the target audience by creating brand presence across multiple online and offline channels.


Why is omnichannel marketing important?

Omnichannel marketing superseded other marketing strategies to boost sales and conversion, build strong connections with customers, and provide high ROI. Read the above omnichannel marketing guide to understand its importance.


What tools are needed for effective omnichannel marketing?

Artificial intelligence, augmented reality, social media integration, e-commerce website, secures payment gateways are valuable tools to make omnichannel more effective and result-driven.

Spotlight

Stratagon

Stratagon was born out of a vision that marketing should be effective, measurable and fun. Our founders have a passion for creativity, people and marketing. This shared interest led them to create a firm that would focus on companies that have the desire to embrace greatness while maximizing their marketing effectiveness.

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Sinch and Zapier expand partnership to deliver the widest range of messaging to businesses - seamlessly

Sinch, Zapier | September 23, 2022

New integration enables Zapier customers to connect existing business apps and processes to messaging channels with Sinch’s Conversation API STOCKHOLM, Sweden, and INDIA – September 22, 2022 – Sinch, a global leader in cloud communications and mobile customer engagement, today announced its latest integration with Zapier, an automation platform, to bring the widest range of messaging channels to the 5000+ business apps that Zapier supports through Sinch’s Conversation API (https://zapier.com/apps/sinch/integrations). Small and medium-sized businesses already use Sinch's MessageMedia, SimpleTexting, and ClickSend products to send SMS messages. The extended integration increases the scope for businesses of all sizes to send messages via messaging channels like WhatsApp, Telegram, or Facebook Messenger. Sinch’s Conversation API enables businesses to build, enrich and optimize omnichannel interactions with a single integration. With just a few clicks, Zapier’s millions of users — comprising sales and marketing teams, HR departments, and more — can now build simple, automated logic flows between their existing marketing apps and processes and Sinch’s Conversation API to send and receive messages via messaging channels like WhatsApp, SMS, Facebook Messenger or Instagram. This makes it much easier — and faster — for businesses to start using new messaging channels at scale. Without Sinch and Zapier, integrating new messaging channels and creating automation triggers within a business’ existing processes would require considerable time and effort from a development team, drawing on company resources and slowing down momentum. Example use cases for the integration include: Sending WhatsApp messages to a list of opted-in customers stored on Google Drive Payment confirmation messages sent via SMS when a customer makes a purchase using a brand’s Shopify instance Creation of a Zendesk ticket when a customer messages a brand via Instagram DMs With the widest range of channels on the market, and more channels to come, Sinch’s Conversation API positions Zapier users to provide true omnichannel communications to their customers and internal teams, increasing engagement and conversions. “Messaging channels are immensely important for today’s businesses — they’re where customers are most active, and where they want to connect with their preferred brands and service providers,” said Jon Campbell, Director of Rich Messaging at Sinch. “Our expanded partnership with Zapier provides users with easy access to those channels from a single integration point, reducing headaches for IT departments and laying the groundwork for a true omnichannel conversational messaging strategy.” Sinch’s MessageMedia integrated with Zapier in 2018, so that users can easily connect with other apps and automate repetitive tasks, such as sending SMS calendar notifications. Users don't need to be a developer and signup is free. Learn more about the Conversation API integration, and try it for yourself, here: https://zapier.com/apps/sinch/integrations. For more about Sinch’s MessageMedia integration, see https://integrations.messagemedia.com. About Sinch Sinch’s leading cloud communications platform lets businesses reach everyone on the planet, in seconds or less, through mobile messaging, email, voice and video. More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Sinch has been profitable and fast-growing since its foundation in 2008. It is headquartered in Stockholm, Sweden, and has a local presence in more than 60 countries. Shares are traded at NASDAQ Stockholm: XSTO: SINCH. Visit us at sinch.com.

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OMNI CHANNEL MARKETING

Wunderkind Report Reveals CMO Outlook on Omnichannel Marketing Budget, Greater Revenue Potential in Brand-Customer Relationship

Wunderkind | September 19, 2022

With the height of the global pandemic and the initial onset of the supply chain crisis in the rear view mirror, new research from Wunderkind, a leading performance marketing channel that scales one-to-one messages for top brands, publishers, and advertisers, shows nearly all Chief Marketing Officers (94%) look at the last two years as a critical turning point for marketers. As part of its first annual CMO State of the Union report, Wunderkind sought to understand how eCommerce organizations exceeding $3M in annual online revenue are reflecting on the impact and lessons of the post-pandemic era and predicting the road ahead amid today's tumultuous retail market. The Not-So Silver Lining Although the pandemic, supply chain issues and inflation have proven taxing for brands, CMOs are showing they are overwhelmingly resilient. Despite the decline of brick-and-mortar retail in the last two years, CMOs spotted areas of growth and accelerated the development of omnichannel solutions. Research shows 73% of CMOs met or exceeded revenue projections and 55% were able to increase their overall marketing spend in the last two years. However, while 79% have shifted more of their marketing spend online, only one-third feel this shift will last and 71% of CMOs plan to reduce online marketing spend in the future. "CMOs are now at a crossroad. Innovation has to continue in order to communicate the right message, maintain consumer loyalty, boost revenue, and reach digital maturity," said Richard Jones, Chief Revenue Officer at Wunderkind. "CMOs are now at a crossroad. Innovation has to continue in order to communicate the right message, maintain consumer loyalty, boost revenue, and reach digital maturity," said Richard Jones, Chief Revenue Officer at Wunderkind. "While legacy technology has helped brands begin to reshape their marketing strategies, it has also created seas of disparate data and tools that aren't talking to each other – ultimately impeding brands from unlocking additional tangible revenue streams." Marketing Technology: Unlocking Competitive Advantages With the looming deprecation of third-party cookies, it becomes even more imperative that brands leverage first-party data as a cost-effective marketing strategy to keep customers coming back. While many companies have tapped creative solutions to manage customer expectations, the report shows that without understanding how to fully leverage the technologies brands have invested in, CMOs could be leaving money on the table. Most notably, resource allocation, in-house knowledge, measurement, and the use of first-party data are among the greatest areas of opportunity. Wunderkind found that: While 67% of CMOs rely on their own employees to adapt legacy technology to get the value they need, only 9% believe their tech strategy greatly enables their marketing performance 96% of brand marketing leaders believe there is a gap in knowledge of their technology 90% believe there is a gap in resources holding them back from success Nearly three-fourths of CMOs rely on social media and search engine statistics to measure marketing ROI, while less than half depend on customer experience statistics 60% of CMOs feel prepared for cookie deprecation, but 40% feel there is more work to be done The report also points to some brands remaining overly reliant on external channels and third-party data to target, retarget and acquire new customers. In fact, while first-party data was ranked as having the least positive impact on marketing results, the conundrum remains that if marketers can't recognize a customer for who they are and where they are, it becomes incredibly difficult to effectively scale one-to-one messages through owned marketing channels. Diversity & Inclusion Remains A Priority Amid the growing pressure on brands to customize their communication and use the right channels to authentically reach their audiences, they are also experiencing continued demand to reflect wide-reaching external issues such as social justice, diversity, and sustainability. The report finds: Diversity, equity, and inclusion (DE&I) has the most far-reaching impact on consumer marketing (37%) when requiring involvement from the executive team on marketing strategy Other external factors impacting marketing teams are social issues (33%), environmental issues (32%), and governance/compliance (26%) These issues were notably more pronounced for executives, citing DE&I (65%), governance/compliance (64%), environmental Issues (50%), social Issues (49%) as their top pressures. Pointing to a potential disconnect between how brands address macro external issues from a corporate reputation perspective compared to a holistic omnichannel marketing approach, the consistent takeaway is that brands must keep their customers top of mind. "While many retailers are weathering the turbulent landscape, the fact remains that many marketers' dependence on the status quo – from legacy technology and resourcing to third-party data – is holding their organizations back from unlocking new, critically-needed revenue streams," said Michael Osborne, President at Wunderkind. "Wunderkind is a leader in helping top global brands not only unlock first-party data as cookies depreciate, but also seize the ripe opportunity that lies in a powerful performance marketing channel that also adds value for customers in a holistic brand experience." The survey was first revealed at WUNDER, an invite-only conference hosted by Wunderkind featuring high-profile speakers and attendees from such brands as Rag & Bone, JLo Beauty, Casemate, Washington Commanders, and Spartan. The full "CMO State of the Union" report can be downloaded here. Report Methodology Wunderkind's CMO State of the Union was established as an annual survey to gauge the pulse of CMOs at leading B2C brands. Commissioned by Wunderkind, research was conducted online by Savanta Feb-April 2022 among 107 Director+ level professionals in the US and UK working in organizations with online revenue of $3 million+ annually and in the following roles: executive, marketing, finance, information technology, or operations. Qualitative interviews were also conducted among executives VP level and above at companies with $20 million + in online revenue. About Wunderkind Wunderkind is a leading performance marketing channel that scales one-to-one messages for top brands, publishers, and advertisers. Digital businesses use Wunderkind to remember who site visitors are better than ever before, allowing them to deliver high-performing, one-to-one messages on websites, through emails and texts, and in ads at a scale that's not otherwise possible. Wunderkind drives $5 billion dollars annually in directly attributable revenue for top eCommerce brands like Uniqlo, Hugo Boss, HelloFresh, and Conde Nast, often ranking as a top-3 revenue channel in their own analytics. Learn more by visiting the Wunderkind site.

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MARKETING DATA

Khoros and EveryoneSocial Partner to Strengthen Digital Marketing Strategies Across Social Channels

Khoros, EveryoneSocial | July 07, 2022

Khoros, an award-winning leader in digital-first customer engagement software and services, today announced it has partnered with EveryoneSocial, the leading employee advocacy platform. The partnership combines the power of Khoros’s social media management solution (including content management, publishing, social listening, and governance) with tools in EveryoneSocial that help brands engage their employees and support marketing, sales, recruiting, and communications initiatives across social media. By leveraging the technologies of Khoros and EveryoneSocial, digital marketers can align content, messaging, and campaigns with a brand’s employee advocacy program to boost awareness, maintain reputation, and even help drive their business’s bottom line. "We're excited to partner with EveryoneSocial to help brands enhance their customer experience by empowering their best champions: their employees. Together, we're giving brands an expanded toolkit that maximizes their digital marketing strategies on social to reach a wider audience and ensures every team member across the organization—from marketers to recruiters—is sharing the right messages to help create customers for life,” said Chris Tranquill, chief strategy officer at Khoros. “We know social media leaders want the convenience of an all-in-one solution, but we also know that they don’t want to settle for mediocre tools. They want the best, which is why we’re so excited to be partnering with Khoros. This partnership brings together the market’s leading social marketing and employee advocacy platforms to give our customers the tools they need to generate maximum ROI,” said Cameron Brain, CEO & Co-Founder of EveryoneSocial. “We know social media leaders want the convenience of an all-in-one solution, but we also know that they don’t want to settle for mediocre tools. They want the best, which is why we’re so excited to be partnering with Khoros. This partnership brings together the market’s leading social marketing and employee advocacy platforms to give our customers the tools they need to generate maximum ROI,” said Cameron Brain, CEO & Co-Founder of EveryoneSocial. Khoros is unique in the industry with its ‘single pane of glass’ platform to manage omnichannel customer interactions. In addition to its award-winning social marketing capabilities, the Khoros platform also features best-in-class digital customer care products for contact centers, enterprise-grade communities software, and valuable voice of customer (VoC) insights—all powered by its patent-pending, AI-powered orchestration engine. To learn more about Khoros’s digital customer engagement platform and services, visit khoros.com. For additional information about EveryoneSocial’s employee advocacy platform, visit everyonesocial.com. About Khoros Khoros’s award-winning customer engagement platform helps over 2,000 global brands, including one-third of the Fortune 100 companies, create customers for life. With over 20 patented technologies, Khoros connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management. Combined with our top-rated services, the Khoros platform enables brands to connect with customers throughout their entire digital journey. Khoros powers more than 500 million daily digital interactions and leverages AI to turn these interactions into actionable insights. Primarily owned by Vista Equity Partners, Khoros is recognized as one of the Best Places to Work both nationally and locally across our 11 offices around the world. For more information, visit khoros.com. ​​About EveryoneSocial EveryoneSocial is the platform that transforms employees into influencers by empowering them to authentically create and share content on social media. Many of the world’s highest-growth companies – including Qualtrics, T-Mobile, and Highspot – use EveryoneSocial to engage employees, expand brand reach, and drive organic social media ROI.

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