Omnichannel Marketing – Why Does It Work, and How Can You Use It?

Omnichannel Marketing – Why Does It Work, and How Can You Use It?

As technology evolves, so do company practices and marketing strategies. Consider how swiftly the internet has changed the way businesses market. It wasn’t long ago that a corporation could only reach out to customers via snail mail, phone, or in person. Every day, as a client, you interact with brands. It is sometimes maintained through face-to-face encounters; more typically, it is maintained digitally using social media, email, and company websites. So, how does a marketer maintain consistency in design, strategy, and user experience? The solution is multichannel marketing.

This article will provide you with a thorough overview of omnichannel marketing, as well as expert guidance and specifics on how to execute an omnichannel strategy at your own company.

What exactly is Omnichannel marketing?

Before we explain the omnichannel marketing, we must first understand what omnichannel definition means. It is the technique of employing all kinds of channels to offer your clients and prospects. It is also called omnichannel and it facilitates such commercial procedures as:

Point-of-sale transactions can take place both in-person and online. Customer service is available via digital channels such as email or live chat and by phone and in person. The experience should be consistent and relevant to the individual, regardless of the encounter or channel.

As a result, an omnichannel marketing strategy produces consistent messaging across channels. Each channel collaborates—and we emphasize “collaborates”—to develop a consistent message and voice for your brand. An omnichannel marketing approach, for example, would prohibit sending an SMS about a specific product to someone who had just purchased it.

The foundation of omnichannel is the assumption that underlying information is automatically updated, causing your messaging throughout all channels to alter as well. It creates a seamless purchasing experience from the first to the final touchpoint.

Marketing channels: omnichannel vs. multichannel

You may wonder why we emphasize the term omnichannel while neglecting the term multichannel, and they are not interchangeable due to significant variances.


Multi channel

The Advantages of an Omnichannel Marketing Strategy

  1. Higher engagement: Omnichannel ad campaigns received an engagement rating of 18.96%. Single-channel marketing resulted in a 5.4 percent engagement rate.
  2. Greater purchase rate: Omnichannel ad campaigns had a 287 percent higher purchase rate than single-channel campaigns (12 percent versus 3.21 percent ). Bonus: Using SMS as being one of the channels in an omnichannel marketing strategy increases conversion rate by 47.7 percent.
  3. Higher spend rate: Customers who participated in multichannel campaigns spent 13% more than those who participated in single-channel advertising.
  4. Increased client loyalty: Marketers who used multichannel marketing had a 90 percent greater retention rate than those who used single-channel efforts.

If multichannel digital marketing can bring in the people who will be most useful to you or, even better, change your current customers into more value customers, it is a strategy worth pursuing.

Steps to Using Omnichannel Marketing

As previously stated, building an omnichannel experience must include how they communicate and collaborate with your company. It focuses on the overall experience rather than the channel. With this in mind, there are key prerequisites for building an omnichannel experience:

1. Data Gathering

Accurate and timely data collection about your customers is critical for executing an omnichannel strategy. This data can help you discover when and on what devices your target audience chooses to interact with businesses, what kind of content they are more inclined to interact with, what items and services they are seeking, and so on. This information will serve as the key driver behind an omnichannel approach. Brands must ensure that they have the tools to capture this data successfully across offline and online channels. Unified Marketing Measurement, an attribution model that integrates the person-level metrics of multi-touch attribution with the historic, aggregate data of media mix modeling, is a smart approach to do this. Individual preferences and historical trends such as geographical or seasonal aspects that affect interactions/conversions can thus be used to guide touchpoints.

2. Data Examination

The gathering of data is merely the first stage. It’s pointless unless you have a staff and a platform to turn all of this massive data into valuable insights. Brands must implement advanced analytics that can distil all of this data in near real-time, allowing teams to course-correct while campaigns are running to fulfil customer requirements in the present.

3. Mapping the Customer Journey

Organizations should construct customer journey maps for each one of their audience segments before starting an omnichannel campaign. The customer journey map assesses the actions taken by the customer between finding the brand and making a purchase from it. Outlining these maps enables marketers to design more focused campaigns by considering individual preferences, customer experience and interface, and elements beyond the brand’s control that may influence the route to buy, such as economic issues.

4. Brand Principles

Organizations must create a brand identity that includes defined messaging and creative standards. These standards should be followed across all platforms to increase brand visibility and recognition through a consistent message. Another option for businesses to promote an omnichannel experience is to use brand tracking tools to measure and anticipate their brand’s health in the minds of consumers.

5. Experimentation and optimization

One of the most crucial aspects of an omnichannel marketing plan is to assess the efficacy of your omnichannel strategy regularly. This allows the marketing team to optimise campaign cost, messaging, creative, and other aspects. Today’s enterprises should use media planning tools that can perform “what if” scenarios that consider budget, target audience, numerous KPIs, and media mix, and give a very granular media plan that can maximize ROI and help make informed decisions.

Omnichannel Marketing Case Studies

Consider the following brands that have effectively used an omnichannel strategy:

Starbucks  is able to further combine the mobile experience with the in-store experience with its mobile rewards programme, putting consumer convenience first. Customers can reload their cards using either their phone or a desktop computer, and they are awarded with points for using the app to pay, which can be used to get a free coffee. They can also avoid the early wait by ordering ahead of time.



Walgreens developed a bespoke mobile app that allows consumers to easily refill prescriptions, which they can subsequently pick up in-store. 

Why it works? 



It offers a consolidated experience regardless of where you listen. Spotify’s omnichannel strategy focuses on ensuring that consumers may listen to their favourite music and podcasts wherever they are. They provide apps for the desktop, web, and mobile, and those apps sync flawlessly.



It takes time and effort to develop a winning omnichannel strategy. Your organisation will require cross-channel collaboration, customer data, innovation, and time to establish your new multichannel strategy. Your omnichannel approach will continually be evolving as a result of fresh data, shifting priorities and changing customer needs. 

Although omnichannel marketing requires commitment and iteration, the end result is a completely customer-centered experience that generates brand recognition, user pleasure, and loyalty.

No Comments

Leave a Comment