Its main objective is for the customer experience to start in one of the. Contact channels and end in any other without affecting the purchasing journey.
Omnichannel emerg. to harmonize the efforts of sales and. Marketing areas that were fragment. and did not meet the changing ne.s of customers.
Omnichannel has expand. multichannel concepts . you communicate with and through what means. In order to integrate all channels and provide users with what they ne..
In other words, omnichannel is an
Approach that integrates all sales and marketing channels and seeks to offer consistent, seamless and personaliz. customer experiences.
To understand the benefits that omnichannel can bring to companies that adopt it, we cite some data that contextualize its relevance in the current market:
Improve customer experience: 90% of customers expect consistent interactions across channels to have an acceptable experience ( SDL ).
>Strengthen customer gambling database relationships and strengthen the brand: Companies with strong omnichannel engagement retain an average of 89% of their customers , compar. to 33% for companies with weak or no omnichannel engagement with customers ( Aberdeen Group ).
Increas. sales: Companies with
Extremely strong omnichannel engagement see a 9.5% year-over-year increase in annual revenue, compar. to 3.4% for weak omnichannel companies . Similarly, strong omnichannel companies see a 7.5% year-over-year decrease in cost per lead, compar. to a 0.2% year-over-year decrease for weak companies ( Aberdeen Group ).
>Differentiation through variety and quality of service: Of the companies identifi. by the Aberdeen Group as the best performers in the omnichannel strategy, 85% carry out regular training of customer service agents in handling omnichannel communications, and 77% store customer contact data across multiple channels ( Aberdeen Group ).
>Personaliz. service bas. on to get fantastic business results each customer’s tastes: 77 % of strong omnichannel companies store customer data across channels, compar. to 48% for weak omnichannel companies ( Aberdeen Group ).
In conclusion, with an omnichannel america email strategy you have the possibility to innovate and offer a better shopping experience.
