Elevate Omnichannel Customer Engagement By Embracing Customer-Centricity And Providing A Consistent Experience

Omnichannel customer engagement is the future of B2B trade. On average, a customer uses six touch points during a purchase process. Omnichannel engagement leads to a boost in ROI as it aligns with the preferences of the customers. It is the customer who chooses its channel. Omni Channel Marketing Insight helps companies to develop a more targeted campaign that pulls customers into it.

Embrace Customer-Centricity

In this era of engagement, it is imperative to have your omnichannel experience around the customers. You need to start off by identifying the most preferred channels of your customers. You cannot expect to serve the customers effectively, if you do not know where they are. You need to gain an understanding of the online presence of the customers while formulating Omnichannel Marketing , including where the customers do their research, ask pre-sales questions and the type of personalized interactions expected by them. Subsequent to laying down this foundation, you can turn your attention to improving response times across the board. This approach will help you to get better engagement with new customers, and also reduce churn from existing ones. Tools meant to provide the Best marketing automation for small business can especially help you to target the right customers, at the right channel.

Provide a consistent experience

Imagine a situation where you send a branded email to a prospect who has signed up for your newsletter recently. After reading the email, they click on the social media page link provided there, only to find a profile picture featuring a different logo. At the best, they will be momentarily confused, and at the worst, they will doubt the legitimacy of the page. To avoid such a situation, visual and messaging consistency must be your priority across all channels. Such an approach will prevent you from sending conflicting messages. Familiarity breeds trust, and hence offering a singular experience across touch-point is vital. Your customers need to count on you to guide them through a smooth pre-purchase journey.