The idea behind omni-channeling is that you are connecting all your marketing platforms to ensure that you develop a seamless experience for the customers.
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Providing clear paths to your website, socials and more captivates people’s attention and bounces them around your businesses informational sections and product pages. One of the key benefits of this strategy is keeping your audience updated; if you continue to make connections to your online spaces, viewers will continue to come back for more content. Omni-channeling has a connection to the retention of your audience. Providing a good user experience whenever a customer interacts within your space is a great way to drive sales and one of the major reasons someone might pick you over a competitor.
If the right channels are used for the right target group, consumers can use the channel they prefer. In addition, the fact that you have a physical and an online presence gives your company a “face” and creates relationships.
This fluid experience gives customers a deeper, better connection with the brand, which should boost customer loyalty. Furthermore, you should know that keeping existing customers is always more efficient and cheaper long term than attracting new customers. However, prioritisation of either new or existing customer is not advised and should be a balance to ensure that either party does not become dissatisfied by an ‘unattentive’ brand.
Omni-channeling works best when you know the kind of individual that would find an interest in your product or service. Common things that should be brought into consideration are age, gender and geographic location. Think about creating a customer persona, which is a generalised look at what your audience is interested in, works as and dislikes.