Your Customers Don’t Think in Channels
Customers interact with businesses across dozens of touchpoints: websites, social media, email, phone, in-store, mobile apps, review sites, and more. They expect a consistent, connected experience regardless of channel. Omnichannel marketing delivers this seamless experience.
Multichannel vs Omnichannel
Multichannel means being present on multiple channels. Omnichannel means those channels are integrated and provide a unified experience. The difference matters: a customer who adds items to their cart on mobile should see those items when they visit your desktop site. An email should reflect their recent browsing behavior. A customer service rep should know about their previous interactions.
Why Omnichannel Matters
Companies with strong omnichannel engagement retain 89% of their customers versus 33% for companies with weak omnichannel strategies. Omnichannel customers have a 30% higher lifetime value. The data is clear: connected experiences drive better business outcomes.
Building an Omnichannel Strategy
Map the Customer Journey
Document every touchpoint from awareness to purchase and beyond. Identify where customers interact with your brand and how they move between channels. Look for gaps, friction points, and opportunities for better connection.
Unify Your Data
Connected experiences require connected data. Use a CRM or customer data platform to create a single view of each customer across all channels. This enables personalized, contextual interactions.
Consistent Messaging
Your brand voice, visual identity, and core messages should be consistent across channels while adapting to each platform’s format and conventions. A customer should recognize your brand instantly, whether they’re on Instagram or reading an email.
Cross-Channel Integration
Enable smooth transitions between channels. Retarget website visitors on social media. Send abandoned cart emails. Let customers start a conversation on chat and continue via email. Every interaction should build on previous ones.
Technology for Omnichannel
Key tools include CRM platforms (HubSpot, Salesforce), marketing automation (Klaviyo, ActiveCampaign), customer data platforms, unified analytics dashboards, and omnichannel communication tools.
Create Connected Customer Experiences
Brandastic builds omnichannel marketing strategies that deliver seamless customer experiences across every touchpoint. Get a free marketing consultation.
