What is an omnichannel strategy and how do you get it right – that’s what I discuss in a little over seven minutes. First I give you the difference between omnichannel vs multichannel, then I go into detail about what omnichannel really means. After which I have a couple of examples of brands who have great omnichannel experiences and lastly, why getting omnichannel right is so important to a successful modern business. If you’d like to chat through how we can help you navigate an omnichannel strategy without cannibalizing sales, email me at [email protected].
Key Points:
What is the difference between Omnichannel and Multichannel?
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- Multichannel: distribution channels
- Omnichannel: marketing channels
What is Omnichannel in greater detail?
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- Revolves around every customer touchpoint
- Utilize multiple marketing channels to create a single user experience
- Should deliver a consistent and compelling brand message
Examples of great Omnichannel experiences:
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- Delta: website, app, email marketing, rewards program and in-person signage all work seamlessly together, and consistent communication
- Amazon: website, app, Alexa smart home device and in-store experiences build an enjoyable ecosphere
Why getting it right is so important:
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- Greater year-over-year customer retention rate
- Higher lifetime purchase value
- Consumers like both digital and physical channels
- Companies who embrace omnichannel will be winners in the future
Bob O’Gara
