Technology has become more critical to our day-to-day living, and the lines between what we are doing online and in real life have begun to blur. As human behaviors change, marketers need to react and pursue an omnichannel experience.
Our omnichannel strategy at Velocity Agency can be described as a multi-channel approach to marketing, selling, and serving customers in a way that creates a cohesive customer experience no matter how or where a customer reaches out.
The difference between this experience and a multi-channel experience comes down to the depth of the integration. A strategy can only be considered an omnichannel strategy if every component works together symbiotically. Even great mobile marketing, engaging social media campaigns and a perfect website can’t be regarded as omnichannel if they don’t work in sync.
Most businesses today invest in the multi-channel experience, but in most cases, the customer lacks a seamless experience. This unfortunate experience occurs especially when there is no cohesive message across all of the platforms. With a compelling omnichannel experience like Velocity provides, every platform and device a customer uses interact with your company. We optimize our omnichannel experiences to align a company’s messaging, goals, objectives, and design across each channel and device.
When you want to set up an omnichannel experience for your company, we look at the product, marketing, sales, customer support and customer success to devise the best unique strategy for your brand. Once everyone understands the goals and objectives of your omnichannel initiative, we can start planning the transition to this model.
Here are three companies with great omnichannel experiences that we can take inspiration from:
Right down to the smallest details, Disney gets the omnichannel experience right. Their entire website and trip planner is mobile-responsive. Once you’ve booked a trip, you can use the My Disney Experience tool to plan everything from where you dine to securing your pass. Once you are in the park, you can use your app to locate the attractions you want to see as well as view the estimated wait time for each of them. Disney also has launched the Magic Band Program. This tool acts as the hotel room key, photo storage device, and food ordering tool.
Bank of America
As one of the biggest banks in the world, Bank of America is setting the standard for a dynamic experience. Everything from check deposition to appointment scheduling can be handled by the company’s mobile and desktop apps. You can enjoy paying your monthly bills through their app because their app design is intended to make your life easier.
The Starbucks Rewards app will reveal why many consider it one of the top omnichannel experiences out there. A customer receives a rewards card that they can use whenever they make a purchase. However, unlike traditional customer loyalty programs, Starbucks has made it possible to check and reload your card through a multitude of ways. Any change that a customer makes to the card gets updated across all channels in real time.
Although omnichannel user experiences are still advancing, they are changing customer experiences for the better. Velocity Agency knows how critical omnichannel experiences can be for our clients and we are continually striving for better. To see how we transform our client’s websites, apps, and digital marketing plans – check out our services today!