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How to Implement Omnichannel Strategy to Create Seamless Customer Experience

Delivering seamless, integrated customer journeys is essential for good customer experience. It will also improve your results – from retention to sales to ROI. Whether you’re B2B, B2C, or not-for-profit, audiences demand the same experience, no matter where they are.

How to Implement Omnichannel Strategy to Create Seamless Customer Experience

How to Implement Omnichannel Strategy to Create Seamless Customer Experience

Key to delivering this, you need to embrace the diverse channels your customers are using on a daily basis. But, to really boost your customers’ experience, improve retention and drive up your ROI, you need to deliver a seamless, integrated journey.

Read on this article to discover :

  • How and when additional channels can be adopted
  • The benefits behind engaging with customers in new and innovative ways
  • The revenue ready to be reaped by implementing your omnichannel strategy
  • How to extend your marketing capabilities.

Customers’ expectations have changed. Today, they expect a seamless, unified experience, no matter where or how they engage with you.

  • Brands with an omnichannel strategy retain 89% of customers
  • Customers spend 3.5x more when engaged on multiple channels

Here are just a couple of ways Engagement Cloud can help you deliver a smooth, omnichannel experience to your customers:

Automated emails – The welcome program

  • Welcome emails generate 320% more revenue than standard emails
  • Welcome emails produce 4x more opens and 5x more clicks
  • Subscribers show 33% more engagement when they receive a welcome email
  • Lead nurture program: B2B brands see an 80% increase in leads and a 77% uplift in conversions
  • Abandoned cart program: Personalized abandon cart recovery emails increase B2C revenue by 8%
  • Post-purchase feedback: Positive reviews increase sales by up to 200%

On-the-go experiences

  • 83% of shoppers browsed online before making a purchase
  • 82% of shoppers use smartphones as virtual assistants in store
  • 80% of people use SMS for a business purpose, such as talking to clients and vendors

Text message marketing

  • 98% open rate
  • 45% response rate
  • 90 seconds response time
  • Divine discounts for B2C SMS coupons have a 70-80% in-store redemption rate
  • Super success for B2B: 50% of people like receiving reminder texts, so make sure to send ‘time-to-restock’ alerts
  • Extra-special events: A pre-event SMS reminder can increase attendance by 45%

Prompt action with push:

  • 57% read, open and take action when they receive a notification
  • 800% increase in open rates with personalized push notifications
  • 3.5x better retention rates when you use push notifications.

Create consistent journeys – Retargeting ads

  • Retargeting ads lead to a 1046% increase in branded search
  • CTR for a retargeted ad is 10x higher than a regular display ad
  • Retargeting boosts response rates by up to 400%
  • B2B: Search is fundamental to every B2B buyer – and Google Ads is where you’ll hook them.
  • B2C: With 1.15 billion daily users on Facebook, you’re guaranteed exposure using Facebook Audiences.


Customer obsession is the key to retention and drives revenue. Become customer-centric by integrating chat into your marketing.

  • Chatters spend 60% more than non-chatters
  • 73% of customers prefer to use live chat to communicate with businesses
  • 42% of customers prefer to hand over contact information via live chat – higher than any other lead generation method
  • B2C: Quick responses to customer queries improve experiences and keep customers engaged, making them 63% more likely to return.
  • B2B: Make your communications personal by letting your leads initiate the conversation. This works particularly well on pricing pages, instead of revealing your fees.

Source: dotdigital

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