Emma Ma
Many small businesses know the need for the omnichannel strategy to thrive in the digital marketing world, especially during an economic downturn in 2023. Here are the 10 ways to use an omnichannel strategy to save money and improve customer experience.
Omnichannel is a customer-centred approach which focuses on delivering a seamless customer experience, and this means the customer can start their experience in one channel and finish in another.
Integration and interconnection of all channels are the core of the Omnichannel.
The omnichannel strategy does not cost a fortune to implement, can save you money in the long run and brings high value in return to your business.
Sounds good? It could be better because an omnichannel strategy brings far more benefits to your business than that.
First, let me talk about how an omnichannel strategy can save you money in the long run.
When you implement an omnichannel strategy in your business, your customer experience will be improved, and you will have more happy customers who will continue to return for your service and product.
The positive reviews you have from your happy customers are word-of-mouth marketing spreading across all your channels. That is free advertisements for your business.
It also helps you build brand awareness if this is your long-term goal.
Another important thing I need to mention is that the omnichannel strategy is a low-cost and effective strategy.
Many large brands have successfully used omnichannel strategies in their business, for example, Amazon, Apple, Ikea, Boot, McDonald, etc., you name it.
Why is it essential to implement the omnichannel strategy in your business, regardless of your business type, B2B, B2C, B2G etc?
Implementing the omnichannel strategy can be a challenging process, and it requires careful planning and strategic execution. Here are the 10 omnichannel strategy examples you should follow.
1. Understand your customers’ pain points and channels when interacting with your brand. Can you identify any potential gaps between channels that may impact your providing a seamless customer experience?
2. Collecting and generating customer data across all channels. Use this data to segment your customers and study their buying behaviours, their preferences.
This will help you to identify your target customers accurately.
3. Get the most out of your customer’s data. What I mean by that is to create a personalised message or email to tailor each customer’s persona.
Delivering a personalised customer experience will increase their loyalty to your brand and optimise their relationships with your customers.
4. Integrate all your channels and systems to ensure a smooth transition, including CRM software, e-commerce platform, social media platforms, and marketing automation platforms.
This will enable you to quickly overview customers’ data across channels and systems in real-time.
5. You must build your brand with a consistent brand identity, voice, and value proposition.
Building a brand is a long-term ongoing project; you will need a brand strategy to support you and maintain consistency for an extended period.
6. Are your channels mobile-friendly and responsive? M-commerce statistics show that 79% of people make purchases on their mobile devices in 2023, and estimated that smartphone commerce will reach 44% of all e-commerce sales by 2024.
So make sure your mobile service version is optimised and provides the same seamless experience to your customers.
7. Ensure customers’ data is transferred smoothly and accurately between channels. When they change the channel, their information is shared with them in another channel.
8. You will need a cross-channel customer support system to ensure customers receive appropriate support when needed.
A customer service agent can overview customers’ shopping experiences on all channels without delay or losing information.
9. Monitor and measure your omnichannel strategy effectiveness, and track and follow up your metrics, such as KPIs, conversion rate, customer satisfaction rate and ROI.
Use an analytics tool to help you to identify areas you need to improve and make data-driven decisions.
10. Omnichannel strategy is an evergreen strategy that constantly evolves, keeping a close eye on market trends, adapting new technologies and adjusting changes to meet customers’ needs and expectations.
Many tools can make the process much easier for you, and I have concluded that the five best tools will help you success quickly and easily.
HubSpot CRM software has the most integration with the most significant number of popular business applications and has won the best CRM software in G2’S Spring 2022 CRM grid report.
In addition, HubSpot has the highest marks for customer satisfaction and likeliness to recommend among its competitors. It is the most recommended CRM software in the market.
HubSpot offers a free tool package for individuals or up to 5 team members.
If you want to do more and have more functionalities, a 30 euro per month price plan is perfect.
Or, if you have a large budget and your business is expanding fast, a 1580 euros per month professional plan would suit you the best.
Choose a lower-price plan in the beginning, upgrade to a higher-price plan in the future or when you need it and save your money in the long run.
Salesforce marketing cloud offers a feature rich platform with everything you need to succeed.
The wide range of features and capabilities, the most modern technology and support will help you implement the omnichannel strategy in your business efficiently.
Salesforce price ranges from 25 euros to 300 euros per month and is billed annually.
All price plans offer free trials from 14 days up to 30 days.
Each price plan includes various features to suit your business.
Below is a comparison between all price plans; it helps to have a clear idea of which price plan suits your business the best.
A very popular email marketing and marketing automation platform with many valuable tools to help your business manage email campaigns and customer relationships.
Mailchimp is well known for its user-friendly interface and beginner-user-friendly features.
For that reason, Mailchimp is the most popular choice for small or medium business owners looking to grow their businesses.
Mailchimp offers free packages until you reach 1000 email subscribers, low-budget packages from an essential package of 12.05 euros, a standard package of 18.54 euros per month, to a premium package of 324.47 euros per month.
A very popular email marketing and marketing automation platform with many valuable tools to help your business manage email campaigns and customer relationships.
Mailchimp is well known for its user-friendly interface and beginner-user-friendly features.
For that reason, Mailchimp is the most popular choice for small or medium business owners looking to grow their businesses.
Mailchimp offers free packages until you reach 1000 email subscribers, low-budget packages from an essential package of 12.05 euros, a standard package of 18.54 euros per month, to a premium package of 324.47 euros per month.
A very popular email marketing and marketing automation platform with many valuable tools to help your business manage email campaigns and customer relationships.
Mailchimp is well known for its user-friendly interface and beginner-user-friendly features.
For that reason, Mailchimp is the most popular choice for small or medium business owners looking to grow their businesses.
Mailchimp offers free packages until you reach 1000 email subscribers, low-budget packages from an essential package of 12.05 euros, a standard package of 18.54 euros per month, to a premium package of 324.47 euros per month.
Here is a list of price plan comparisons, including a wide range of choices for your business.
Monday is another one of the most popular automation platforms in the market. It has a standout feature visual board-based interface, allowing users to create visual representations of their projects and customise their work board to meet each individual project’s requirements.
Monday is an easy-to-use platform that integrates with many other popular tools, such as Google Drive, Slack and Salesforce.
Monday offers free 14 days trial, apply to all price plans below.
Monday prices range from the basic plan, 10 euros per team member and 30 euros for 3 team members per month.
The standard plan starts from 14 euros per team member and 42 euros for 3 team members per month.
The pro plan starts from 24 euro per team member and 72 euros for 3 team members per month.
You can choose from 3 team members up to 200 plus team members, and all price plans are billed annually.
Pipedrive focuses on managing the sales process and customer relationships. It is designed to help businesses increase sales and improve customer relationships.
Its interface features are designed to allow users to visualise their sales pipeline and
organise and track the sales process from start to finish.
Features are customisable, easy to track and monitor your sales performance effortlessly.
Seamless integrations and mobile accessibility make your sale process easier and flawless.
Pipedrive offers free 14 days trial, apply to all price plans.
The Pipedrive price from the essential plan is 14.90 euros per user per month.
The advanced plan is 27.90 euros per user per month.
The professional plan is 49.90 euros per user per month.
The power plan is 64.90 euros per user per month.
The enterprise plan is 99 euros per user per month.
All price plans are billed annually.
Pipedrive also offers add-on features at additional cost on your existing plan.
Omnichannel continues to evolve as technology advances each year. Small businesses need to keep up with the trends in the market. Continue learning and reviewing your omnichannel strategy to serve your business better.
As I said earlier in this blog, an omnichannel strategy is a low-cost and effective strategy, it will bring you long-term value to your business and save you tons of money on marketing.
If you like this post, please share it or comment below. I would love to hear from you.
Would you like to use the omnichannel strategy in your business?
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