What is Omnichannel Customer Engagement?

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March 30, 2020

What is Omnichannel Customer Engagement?

Omnichannel customer engagement is a worthy pursuit for companies. It gives a company the ability to deliver a personal and contextual experience to each customer. It synchronizes the marketing from multiple channels within a single journey while managing the customer life cycle.

An omnichannel retail strategy is an approach to sales and marketing that provides shoppers with a fully integrated experience by fusing user experiences. It blends mobile-browsing to brick-and-mortar and everything in between.

An omnichannel engagement platform takes in every customer interaction and their overall experience of your product and brand.

For example, a customer engagement platform should enable the customer to do the following and more:

• Browse an in-store product, scan it with your app, and then add it to their virtual shopping cart to purchase later in a different size.
• A shopper browses your online store, searches further on social sites like Instagram, Facebook, and Pinterest, and then receives a redeemable in-store coupon.

Your current platform should notify loyal customers who make in-store purchases about customer rewards. The customer can be contacted by mail or text about the rewards program.

The key to your marketing is to be omnipresent, so every customer interaction enhances the overall experience of your product and brand.
 
The seamless cross-channel marketing experience should be a consistent presence that enhances how your customer interacts with your brand. Everything transmits to the next platform and connects to the last. 

Know more about Intelligent CRM Contact: Steve Palladino EVP, steve.palladino@groupfio.com, or call him at
707-478-1329