TablE of contents
We are sure that while you’ve been looking around for the best strategies to improve your brand’s customer experience, you must have come across omnichannel and multichannel outreach strategies.
More often than not, these terms are used interchangeably. But there is a crucial element that makes these two strategies different.
Read on to know more about omnichannel outreach and why you should implement it right away!
What is Omnichannel Outreach?
Omnichannel outreach is used to create, streamline, and deploy a flawless customer experience across all portals and channels.
With the rise of social media, paid advertising, and the use of analytics and data, we have access to a long list of potential channels. These can be used in new campaigns, improve existing outreach strategies, and combine the power of technology to drive better results and customer interaction.
You need to focus on two things for a successful omnichannel outreach strategy -
- Make the client’s experience seamless and ensure that the channels that you use are interconnected carefully
- The content should be relevant, clear, and consistent across all channels
The Difference Between Omnichannel and Multichannel Outreach
The most fundamental difference between omnichannel and multichannel outreach is integration.
Multichannel refers to using all the communication channels separately. In contrast, omnichannel outreach is the process of interconnecting channels such as social media, email, and phone to actively engage prospects and generate leads.
Its key attribute is the complete integration between channels and tools, allowing for a holistic experience for the customer across all the touchpoints. It is a prospect-focused strategy to link the individual outreach channels together.
Omnichannel outreach focuses on delivering a consistent and personalized experience across all channels. The integration between channels makes it possible to drive the conversation forward based on the prospect’s behavior and identify a potential customer’s preferred channel.
6 Reasons Why You Need Omnichannel Outreach
If you are still not sure why omnichannel outreach trumps all other modes of outreach, including multichannel outreach, here are 6 reasons why you need omnichannel outreach for your business.
#1 Customers Have More Opportunities to Reach You Through Different Channels
The more communication channels you open up, the more you are giving them the opportunity to reach out to you through different channels.
According to recent studies, 28% of customers say multiple communication options are part of a good customer experience. 27% say not being able to contact customer service with their preferred channel contributed to a bad customer experience.
#2 Gain A Competitive Edge Over Others With Personalized And Consistent Outreach Opportunities
In omnichannel outreach, all communication channels collect data and use it to understand their customers better.
As a result, you gain insights into your customer’s requirements and expectations through inputs on their pain points, preferences, lifestyle, and demographics.
#3 Improve Satisfaction, Retention, and Make Customers Your Brand Advocates
“Increasing customer retention by as little as five percent can boost the profit of a business anywhere from 25 to 95 percent. ” (Source)
You want your customers to remember you, and by converting casual customers into brand advocates, you’re improving the chances of them referring more people to your business.
Omnichannel outreach ensures that you reach out to your customers consistently while they have multiple avenues to connect with you. This improves their sense of satisfaction when it comes to your customer service and leads to better retention.
#4 Better Data-driven Marketing Strategy
The use of analytics and data visualization for businesses provides a $13.01 return for every dollar spent. 79% of business executives believe that companies will fail without embracing big data.
An effective omnichannel outreach strategy should integrate seamlessly between channels and tools, including CRM integrations.
This will help automate some of the crucial processes in the outreach campaign and help gain data-driven insights for an improved customer-centric marketing strategy.
#5 Seamless and Cohesive Brand Experience Across All Channels
Omnichannel outreach strategy converges all business communications over a single platform across the various marketing channels. It consolidates operations-related information and customer experiences over the platform to maintain uniformity. This creates transparency as every channel has access to what the other is doing.
How does it benefit the customers? If properly executed, the customers experience seamless, consistent, and continued interactions at every touchpoint.
#6 Focus on Your Client’s Journey And Their Needs
Haphazard omnichannel outreach efforts can destroy value.
It is important to have a strategy in place. Customer journey mapping should be a primary step in your omnichannel approach. This will aid your efforts to personalize outreach.
Based on the insights that you gain, you can use this data to identify factors like why your users abandon your cart or platform to hyper-personalize the product or service and cater to their needs directly.
Summing it Up
According to research by Gartner, campaigns that integrate 4 or more digital channels outperform those using single or dual-channel campaigns by 300%.
Customer experience is at the core of a good omnichannel outreach strategy, and we have listed down some tips to implement the strategy for your business effectively.
Tips to Implement an Effective Omnichannel Outreach Strategy
- Map out your customer journey and segment the users to determine which touchpoint should reach them at what stage in their journey through the funnel
- Identify the channels that are most effective and used by your prospective clients.
- Focus on customer experience and these 5 key ingredients -
- Customer convenience is the central requirement for a strong experience.
- Consistency helps create a unified brand presence trusted by the customers.
- Highly personalized interactions tailored to the customer’s preference are crucial.
- Brands must focus on empowering and helping their customers make informed decisions.
- Agile adoption of tools, systems, and scalability to adapt to changing market trends
- Set clear goals and objectives and gather the proper context before implementing the strategy
- Automate as much of the process as possible and rely heavily on data to make decisions