Post by ruhaimaromana22 on Nov 5, 2024 10:07:40 GMT 1
Omni-channel marketing - what is it?
Omni-channel marketing begins with the implementation of an omnichannel platform . This is a service where all sales channels are combined and allow you to quickly work with clients. Now the buyer himself chooses the channels of communication with the company and can change them at will. Today he will leave a social media marketing service request on the website, and tomorrow he will write in the messenger. The company, in turn, must adapt to these conditions and provide good service at all stages. The transition to Omni-channel marketing allows you to get complete information about the client, provides convenience and efficiency, and therefore allows you to sell more effectively.
What does omni-channel marketing give to a company?
Increasing market coverage by expanding channels.
Increase brand loyalty through deeper customer knowledge.
Improving the speed of transaction conclusion.
Increasing reputation and recognition.
The ability to predict consumer behavior.
Establishing close contact and trusting relationships with clients.
Reducing costs in the long term.
The ability to analyze the company's actions.
Omnichannel strategy in practice
Sales
The user selects a product on the website, but doubts and postpones the purchase. The next day, he makes a decision, but he has no time to go to the website and search for the desired product again. He decides to write to the company on WhatsApp or Telegram. The employee sees the client's card and knows what he looked at yesterday, and promptly selects options and helps make a choice. The transaction is very fast, the client is satisfied with the efficiency and individual approach.
The client came to the bank for a consultation, but after the meeting, he has new questions. He calls the company, they already address him by name and know the details of the conversation, so they quickly consult, and the person does not have to repeat his problem again. The client is satisfied with the quality of service and is ready to cooperate.
Brand promotion
The company launches a promotion, publishes announcements in several social networks, launches an email newsletter and contextual advertising. Employees track each client in a single platform. They see what actions they took after seeing the advertisement. And also from which channel the most transactions came. If there is a downtime at some stage, this is clearly visible and allows you to immediately correct the situation.
Where to start the transition to omnichannel marketing?
Research your target audience, their preferences and goals. Determine in which channels they communicate with you most often.
Build possible customer routes between channels. Find weak points in each channel.
Decide which channels you want to implement first and what data you want to get from them.
Prepare employees: assign who will be responsible for which channels, adopt a unified communication standard, etc.
Launch a trial version of omni-channel service.
Tips for implementing an omni-channel strategy
Look for weak points in your strategy. When planning a customer journey, first go through it yourself. Write a request to your company and track the order processing time. Pay attention to the work of technical support, their efficiency and attentiveness.
Research the audience on channels. It is very important to understand that the audience on Telegram and Odnoklassniki is different. This means that the style and manner of communication with companies will have its own characteristics. Talk to customers in the channels they choose and in their language.
An individual approach is the key to successful communication. Omni-channel is necessary to establish a connection with the client. Therefore, use all the advantages of omnichannel: call the client by name, write down interesting features about him, congratulate him on his birthday. The client should feel as comfortable as possible with you, that is why you implemented this system.
Adapt the site. The buyer will view the company several times and from different devices. Make it so that he does not have to experience discomfort.
Publish content. When you have “live”, developed social networks, a competent email newsletter, this will encourage users to write to you there more often. And communication in social networks brings people closer and inspires more trust.
Omni-channel marketing begins with the implementation of an omnichannel platform . This is a service where all sales channels are combined and allow you to quickly work with clients. Now the buyer himself chooses the channels of communication with the company and can change them at will. Today he will leave a social media marketing service request on the website, and tomorrow he will write in the messenger. The company, in turn, must adapt to these conditions and provide good service at all stages. The transition to Omni-channel marketing allows you to get complete information about the client, provides convenience and efficiency, and therefore allows you to sell more effectively.
What does omni-channel marketing give to a company?
Increasing market coverage by expanding channels.
Increase brand loyalty through deeper customer knowledge.
Improving the speed of transaction conclusion.
Increasing reputation and recognition.
The ability to predict consumer behavior.
Establishing close contact and trusting relationships with clients.
Reducing costs in the long term.
The ability to analyze the company's actions.
Omnichannel strategy in practice
Sales
The user selects a product on the website, but doubts and postpones the purchase. The next day, he makes a decision, but he has no time to go to the website and search for the desired product again. He decides to write to the company on WhatsApp or Telegram. The employee sees the client's card and knows what he looked at yesterday, and promptly selects options and helps make a choice. The transaction is very fast, the client is satisfied with the efficiency and individual approach.
The client came to the bank for a consultation, but after the meeting, he has new questions. He calls the company, they already address him by name and know the details of the conversation, so they quickly consult, and the person does not have to repeat his problem again. The client is satisfied with the quality of service and is ready to cooperate.
Brand promotion
The company launches a promotion, publishes announcements in several social networks, launches an email newsletter and contextual advertising. Employees track each client in a single platform. They see what actions they took after seeing the advertisement. And also from which channel the most transactions came. If there is a downtime at some stage, this is clearly visible and allows you to immediately correct the situation.
Where to start the transition to omnichannel marketing?
Research your target audience, their preferences and goals. Determine in which channels they communicate with you most often.
Build possible customer routes between channels. Find weak points in each channel.
Decide which channels you want to implement first and what data you want to get from them.
Prepare employees: assign who will be responsible for which channels, adopt a unified communication standard, etc.
Launch a trial version of omni-channel service.
Tips for implementing an omni-channel strategy
Look for weak points in your strategy. When planning a customer journey, first go through it yourself. Write a request to your company and track the order processing time. Pay attention to the work of technical support, their efficiency and attentiveness.
Research the audience on channels. It is very important to understand that the audience on Telegram and Odnoklassniki is different. This means that the style and manner of communication with companies will have its own characteristics. Talk to customers in the channels they choose and in their language.
An individual approach is the key to successful communication. Omni-channel is necessary to establish a connection with the client. Therefore, use all the advantages of omnichannel: call the client by name, write down interesting features about him, congratulate him on his birthday. The client should feel as comfortable as possible with you, that is why you implemented this system.
Adapt the site. The buyer will view the company several times and from different devices. Make it so that he does not have to experience discomfort.
Publish content. When you have “live”, developed social networks, a competent email newsletter, this will encourage users to write to you there more often. And communication in social networks brings people closer and inspires more trust.