Omnichannel is the evolution of multichannel communication where each channel is aware of every interaction the customer has had with the brand on other channels.

1. Implementation guide
for
Omni Channel Marketing
and
Personalization

2. What is Omni Channel Marketing?
• In Omni Channel marketing all communication channels and customer touch points
are connected, making it possible for a customer to have an engaging Brand
Experience.
• Omni channel is the evolution of multichannel communication where each
channel is aware of every interaction the customer has had with the brand on
other channels
• A well-executed omni-channel communication strategy roughly translates to a business
creating a consistent, easily recognizable and integrated customer
experience across all of the above.

3. Evolution
of
Marketing
Communication
An Omni Channel experience ensures a customer gets the same
impression and experience of your brand no matter how or where
they reach out to your business. Every single time.

4. Omni Channel Marketing Experience

5. Six Key
Benefits that
help achieve
improved
CLTV
To offer better Customer
Experience and increase
advocacy
Better data collection
and analysis to get a
unified customer view
To increase customer
retention, ROI and cut costs
Better customer
segmentation,
campaigns and
targeting
To own the micro-
moments that drive
purchases
Why must your brand go Omni Channel?
Better brand
visibility.
Greater
synergy across
all
departments
and channels

6. Why the Omni Channel experience is important for a brand
Source Knexus
• 89% of the companies with strong Omni channel strategy retain their
customers
• 90% of customers complain about bad mobile customer experiences
• 72% of customers expect responses to their queries on social media within an
hour
• Engaged customers give 40% more revenue than disconnected ones

7. Today’s Digitally-connected World

8. Omni Channel
Communication
Strategy is a
Combination of
On-line and Offline
Channels
• Mobile Apps
• Web Apps
• Social Media
• Physical
Store
• ATL
• BTL
• Brand
website
• Online review
portals
• SMS
• Push
Notifications
• E-mail
Marketing
• Contact
Centre
• Other
Support
Channels

9. Single View of
the Customer
and
Touch Points
• Contact Center Data
• Offline Data
• Website
• Mobile/ Web app
• Push Notification
• SMS
• Email
• Social media marketing
• Display ads
• Google SEM
• CRM
• Support Channels
• Self Care options
• aTL / BTL
• Outdoor media

10. Engage with
Customers
across
Channels
and throughout
his Journey
with
the Brand
Create ,
Visualise and
Deploy
Omni-Channel
marketing
campaigns
Use
Personalisation
to increase
customer
engagement
Reach
Customers at
the right time
through their
preferred
channel of
communication

11. Omni Channel strategy must be implemented across all touch
points in the customer lifecycle

12. Create Omni Channel Strategy for brands in 5 easy steps
Accept a Customer-Centric Marketing Culture :
• Since any omnichannel marketing strategy is about engaging the customer, the first step to go omnichannel is to
change your perception of the buyer’s journey.
Target and Learn Everything You Can About Your Customers :
• it’s important to learn everything you possibly can about your customers.. You need to pool together all consumer
interactions in one place so you can get a single view of your customer.
Personalize :
• Personalization is the most critical aspect, as this is what makes customers feel valued. Go beyond typical boilerplate
messages and establish a one-on-one connection with your audience.
Be Proactive Across All Platforms
• To provide a consistent customer experience, you need to be present on the channels your customers spend their time on!
Test, Measure, Test, Repeat :
Omnichannel marketing strategy will improve over time as you collect and analyze more customer data

13. Conduct in-depth
research into buyer
personas
Use the right tools
for Omni Channel
customer engagement
Fill in the gaps of
fragmented
marketing to deliver a
better Omni Channel
experience
Identify the preferred
touch points of the
customer
Analyze customer
feedback to develop
an in-depth
understanding of your
customers
Develop effective
self service options
for customers
Plot your customer
journey map i.e his
interaction with brand
Use the right balance
of automation and
human support
Key pillars
Of the
Omni Channel
Customer
Experience

14. • Plot customer Journey maps along with the number of proposed interventions by the brand
• Map buyer personas to the customer base
• Identify all communication channels/ touch points that the customer uses to interact with the
brand
• Revisit the content of all the outbound communication and ensure that it is in synch with brand
values and messaging
• Identify the places/interventions where personalization is possible and incorporate the
personalization elements.
• Identify the processes / places where automation can be done and identify the right technology
platforms to implement the same.
• Implement self service options using technology support
• Train the support service / front line sales and service workforce, arming them with all the
relevant information about product/service.
Execution of Omni Channel Strategy
Step 1
Step 2
Step 3
Step 4

15. Your Search
For
The Right Implementation
Partner
for
Omni Channel
Marketing Ends Here
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