Marketing Trend: Omni-Channel Marketing

Marketing is ever evolving, and consumers’ paths to purchasing are no longer as linear as they once were. Because marketers need to adapt to a changing climate, new techniques are constantly developed. Omni-Channel marketing is one such strategy that businesses are using to keep up with the trend of keeping things as simple as possible.

What is Omni-Channel Marketing?

“Omni-Channel”  is no doubt a marketing buzzword, but the concept adheres to a shift in the needs of both consumer and marketer. Omni-channel marketing is the answer to marketers needing to provide a consistent experience and path to purchase.

Because consumers now can engage with a brand and products on multiple platforms (physical store, app, website, catalog, social media), it is important that each experience with the product and brand complement the others.

Hubspot defines omni-channel marketing as “… a multi-channel approach to marketing, selling, and serving customers in a way that creates an integrated and cohesive customer experience no matter how or where a customer reaches out.” Read about some of their top examples of an Omni-Channel experience here.

How to implement Omni-Channel Marketing into your strategy

• Create a customer profile

Consolidating a customer profile can be a challenge, as customers are constantly interacting with a slew of different channels. By creating a broad and complete picture of your consumers, you can create a better overall customer experience. This can be done using collected data and applying it to your strategy. This article discusses how you can come up ahead of the competition by succeeding at cross-channel marketing.

• Interact on preferred channels

Consumers are moving back and forth on devices and platforms just for a single transaction. Be sure to keep all lines of communication open for a seamless experience. This includes, but is not limited to social media, email support, video chat, web chatbots, texting, and calling.

• Use aggregated data

Compiling data is already important, but in order to use omni-channel marketing, data is everything. From creating your customer profile to understanding how to adapt to market changes and adding platforms, data will help you gain insight into how to make your marketing strategy work for you.

Like this post? Read more at http://steverenner.com/blog-2/

Marketing Tool: Chatbots

80% of marketers are expected to be using chatbots by 2020. Personalized marketing is becoming an expectation for consumers, and chatbots are another tool to bring personalization to your audience. It is certainly fair to say that not every company will need a chatbot, and that some customers will not utilize or like the option of using a chatbot, but for ever-evolving times, it is important to understand this trend as it is, as it can be, and to fully acknowledge the pros and cons of using chatbots within a marketing strategy.

What is a Chatbot?

NBC defines a chatbot simply as: “simple artificial intelligence systems that you interact with via text. Those interactions can be straightforward, like asking a bot to give you a weather report, or more complex, like having one troubleshoot a problem with your internet service.”

How do Chatbots work?

A chatbot responds to a message just as a customer support employee would, but is available at all times. Siri, Google Assistant, and Alexa are all examples of widely used chatbots. Chatbots are programmed with specifically coded responses to questions or can be built with AI and can, therefore, expand their knowledge base with machine learning.  When your customer asks a question or interacts with your bot, the responses that it gives are modeled to act like a real human response. Sometimes, a question will be impossible for the bot to answer, either because it has no prior experience with that question or because it is phrased in a way too complicated for the bot to understand. If that is holding you back, there are ways to program your bot to have prompts that might be able to get the bot and your customers back on track.

Why use a Chatbot for marketing?

Chatbots do more than just answering questions, they can also effectively drive engagement, make sales and nurture leads. Because chatbots built to use AI can learn, they can also remember details and have a more personalized and human interaction with your customers, something that is important as “nine out of ten consumers say personalization has an impact on their buying decisions, “ says research from LeadsCon. The evolution of social media and technology has played into the need to utilize big data in order to provide a more targeted and engaging approach to customer support and marketing.  Check out Hubspot’s list of seven brands using chatbots and get inspired!

 Like this post? Read more at http://steverenner.com/blog-2/