What is an Omnichannel Customer Journey?

An omnichannel customer journey consists of significant interactions over multiple touchpoints between the customer and business during a point of sale and throughout the customer lifecycle. Building a seamless customer experience through an omnichannel customer journey that engages your prospect helps efficiently lead them through your sales funnel. Customers are more likely to choose a brand that has invested in the customer journey experience over a company that has poor customer service. Businesses need to integrate these omnichannel communications into one cohesive, seamless experience.

The omnichannel customer journey consists of the following journey experiences: Awareness > Consideration > Purchase > Retention > Advocacy.

Awareness: Create a generally welcoming brand experience which consists of inbound marketing, retargeting, and store layout and design.

Consideration: Customers have provided contact data – a marketing campaign can start to take root. This experience consists of social media marketing, reviews, media, and direct mail.

Purchase: When customers are lingering over the decision, you must help them decide to purchase. This includes strategies such as abandoned cart reminders, in-store assistance, and or scheduling a demo.

Retention: They have made a purchase, now you must keep them. You can do this by reminding them of free shipping, offer one-time discounts, FAQ knowledge base, and community forums.

Advocacy: Your customer’s opinion is an asset you can cultivate and include in future marketing endeavors. You can do this by obtaining a customer satisfaction or product review, offering discounts on a future purchase, or by social media/text notifications.

1 thought on “What is an Omnichannel Customer Journey?

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