Novacom | Award-winning digital marketing and customer experience agency
Novacom | Award-winning digital marketing and customer experience agency
Omnichannel Marketing: Building Loyalty in the Digital Age

Omnichannel Marketing: Building Loyalty in the Digital Age

In today's digital landscape, customers navigate through a range of touchpoints before making a buying decision. Their journey isn't straightforward but a mix of interactions across different channels. For businesses looking to grow and keep a loyal customer base, understanding this complex journey is vital. This is where omnichannel marketing comes in — a strategy that taps into this evolving customer behaviour.

What is Omnichannel Marketing?

Omnichannel marketing is an approach that ensures a smooth and consistent customer experience across all channels, whether online, offline, on mobile, or in-store. Unlike multichannel marketing, which just uses several channels, omnichannel focuses on joining these channels to offer a unified customer experience.

The Benefits of Omnichannel Marketing
  1. Consistency Creates Trust:
    Customers expect the same brand message, whether they're on a website, social media, or in a physical shop. Omnichannel marketing ensures this consistency, building a sense of trust with the brand.
  2. Informed Decisions:
    By joining various channels, businesses can collect detailed data about customer habits, likes, and issues. This information is key in refining marketing strategies and tailoring customer interactions.
  3. Better Customer Engagement:
    A smooth omnichannel experience reduces obstacles in the customer journey. When customers can easily switch between channels and continue their journey without stops, they connect more with the brand.

How Omnichannel Boosts Customer Loyalty

Recent studies highlight the significant effect of omnichannel marketing on customer loyalty:

Multiple Touchpoints: On average, B2B customers use 6-8 touchpoints before deciding to buy. This highlights the need for a joined-up omnichannel strategy to effectively guide customers.

Retention Rates: Companies that use an omnichannel approach see a 91% higher year-on-year increase in customer retention compared to those that don't. This fact alone shows the strength of omnichannel marketing in building loyalty.

Customer Spend: Omnichannel customers tend to spend 10% more online than single-channel customers. When the experience is seamless, they're more likely to explore, engage, and eventually spend more.

How to Build a Strong Omnichannel Strategy
  1. Know Your Customer:
    Start by mapping out the customer journey. Identify where they interact and understand their needs at each stage.
  2. Combine Data Sources:
    Bring together data from different channels to get a full view of customer behaviour. This combined data will shape your omnichannel strategy.
  3. Focus on Mobile:
    With mobile devices playing a big role in the customer journey, make sure your mobile experience is top-notch and works well with other channels.
  4. Tailor Interactions:
    Use the insights from your data to personalise customer interactions. Customised recommendations and targeted promotions can greatly improve the customer experience.

The digital age has changed customer behaviour. They now expect a smooth brand experience. Omnichannel marketing isn't just a trend; it's key for businesses wanting to build and keep customer loyalty.

In simpler terms, omnichannel marketing is about making customers feel valued and understood at every step. As businesses tackle the challenges of today's market, those that use an omnichannel approach will be the ones that succeed and lead the way.

Will Yates
written by Will Yates
Client Services Director at Novacom




San Francisco

New York