According to Forbes, the value of mobile commerce is expected to grow by 37% by the end of this year. Google suggests that 90% of users switch between screens to complete tasks, using an average of three different combinations every day. All of these indicate that omni-channel marketing is not a luxury, but a necessity for brands in today’s digitally connected world.
What is Omni-channel Marketing?
Simply put, omni-channel marketing means that your brand has a presence across multiple online(website, app, social media, email, SMS, WhatsApp) & offline(retail store, events, call-center) channels and you offer a seamless user experience across these channels.
Here’s an example of a positive omni-channel marketing experience for a user:
Why Does Your Business Need an Effective Omni-channel Strategy
According to a study, companies with an effective omni-channel engagement strategy retain 89% more customers than others. Also, 71% of in-store shoppers say that smartphones are important for their in-store experience. But that’s not all. According to Esteban Kolsky, 13% of your dissatisfied customers will share their feedback with others. Further, while 67% of customers mention bad experiences as a reason for churn, only 1 out of 26 unhappy customers complain – the rest might just leave.
If winning and retaining customers is a priority for your organization, now’s the time to take a closer look at your omni-channel strategy and level-up for 2019.
Learn More About Omni-channel Marketing in Our Webinar
In a webinar, Nalin Goel, the VP Product Development, and I discussed ways to drive growth using omni-channel engagement strategies in 2019.
In this webinar, we discussed:
- The need for an Omni-channel marketing strategy
- Single view of customer: A 360-degree view of users’ lifecycle
- Driving significant ROI through Omni-channel marketing
- How ML & AI can boost your Omni-channel metrics
Take a look at the webinar presentation below: