At Celtic, our Client Services team helps ensure our clients are using the newest and most innovative marketing strategies to achieve their goals. This includes creating strategic omnichannel marketing plans. Audiences today value a consistent, personalized experience across all platforms and that is exactly what an omnichannel strategy is delivering for our clients.
We sat down with Director of Client Services, Chris Lehr, to discuss how omnichannel marketing helps ensure a cohesive customer experience that adapts with evolving expectations in B2B. Take a look at a few of his insights:
Omnichannel Challenges and Benefits
It can be difficult to understand how each channel is working together, especially when six to seven channels are being implemented. On top of that there must be content for each channel that will work together to deliver the overall brand message. As these channels begin to solidify, the company is going to see benefits in three key areas: Consistency, Personalization, and Convenience.
By tailoring a unified experience for customers, businesses are going to cultivate greater customer satisfaction and loyalty. Everyone works, shops, and/or creates in their own way and by providing multiple channels for customers to engage with your brand, you’re empowering a personalized experience.
Ensuring Effectiveness and Consistency
It’s crucial to keep brand identity consistent through all mediums. Building a strong brand message and fostering customer loyalty relies on sticking to your key message and then adapting to your channels. Whether it’s video, search, or social, your channel should always convey the overarching message. Examining KPIs and metrics for each channel throughout the campaign is also critical to identify where pivots can be made to drive optimal results.
Omnichannel Trends on the Rise
Voice and AI commerce are two new additions to the omnichannel family. With the option to use your voice or AI to shop, consumers are creating more data. These trends offer new opportunities for personalization when it comes to experiencing a brand for the first time, and for creating a customized experience for loyal customers.
Building Your Master Plan
A strong omnichannel strategy starts with outlining the channels or mediums that best fit your brand. From there, it’s important to determine how best to interact through each established channel. Timing is also an important part of the strategic roadmap, as this can significantly improve effectiveness and customer engagement. Precise timing determines relevance to your customers.
With the constant changes in technology come alternate ways to conduct business. Our Client Services team believes that omnichannel marketing and communication strategies are a timeless way to effectively reach customers and improve your brand. Want to learn more about how omnichannel marketing can help your brand stay versatile? Check out our work and then reach out to us at www.celticchicago.com.
