Category: Amazon Omni-Channel Support

Creating a successful marketing campaign with multi channel support is comparable to baking a cake. You must include all the necessary ingredients for the recipe to succeed. Here are some dos and don'ts for executing multi channel support campaigns that will keep your clients and their customers happy.

Do: Understand Your Audience

It may seem obvious, but knowing your target market and where to find them is critical to launching a successful multi channel support campaign. Is the campaign aimed at a specific age group, for example? Thorough market research and Planning are best practices for ensuring that your campaigns are targeted and relevant.

Do you recall Chili's cancer-fundraising campaign a few years ago? QR codes were included on printed marketing materials, prompting guests to donate money to St. Jude's Hospital online. They raised $5 million in donations and received hundreds of thousands of QR code scans.

Do: Conduct extensive testing and market research to understand your target audience better.

Don't: Launch campaigns that lack a clear target and focus.

Don't: Pass Up Your Opportunity

The significance of a good landing page is frequently underestimated. The most flashy multi channel support campaign will not provide value to your customers unless it includes a specific, defined call to action. Knowing what action you want your customers to take is essential when developing a multi channel support campaign.

Buick launched an impressive QR code campaign that directed customers to a video about their latest model. Unfortunately, the video was shouting in the dark - there was no call to action, no purchase link, and no clear path for the consumer to take next.

Do: Ensure that each campaign component has a clear purpose and outcome.

Don't: Include cross-channel media "just because" with no specific goal.

Do: Determine How You Will Assess Your Progress

As you may be aware, the results of a campaign must be used to plan the next stage. Because of the need to track statistics across multiple channels, the results of a multi channel support campaign can quickly become muddled. Knowing how you will collect and analyze results is an essential practice for any movement.

Red Robin combined gaining information about who visited them with an engaging QR code campaign. Customers were given a scannable flier with their bill that offered entry into a daily $1,000 prize draw in exchange for providing feedback. The result? Valuable insights were gathered in a straightforward and easy-to-understand manner that the brand could use to review its business strategy.

Do: Plan what data you will collect and how you will collect it across all channels.

Don't: Rely solely on conversion rates or Facebook likes; an overall picture requires all statistics.

Don't: Ignore Planning

It is best practice to examine each component of your multi channel support campaign and ensure that all resources are available to carry it out. Attention to detail is essential, whether training all staff on how to use the campaign's "voice" when tweeting or ensuring that every link works properly.

Don't let a lack of Planning turn your clients' reputation into a PR nightmare. When Timothy's Coffee decided to use social media to offer a free sample, demand far outstripped supply, resulting in many disgruntled customers.

Do: Go over all of the details of your plan and ensure that every aspect of your campaign functions appropriately.

Don't: Skimp on anything - a single blunder can reflect poorly on your client's brand.

Do: Keep an Eye on New Technology

Keeping up with the latest technology can improve your sales and visibility. Marketing is a fast-paced and ever-changing world, and as a print provider, you must keep up and find appropriate ways to integrate print with other technologies.

When Topps noticed a decline in baseball trading card sales, they embraced augmented reality technology to create 3D baseball cards. Customers were drawn to the cards, which rekindled their interest in Topps.

Do: Make staying up to date on emerging technology and assessing its utility for each client a part of your best practices.

Don't: Ignore new technologies in favor of rigidly adhering to old ones.

A multi channel support campaign requires dedication and forethought to plan, execute, and measure. Developing and adhering to your best practices will increase your and your client's chances of success. What is your best piece of advice for multi channel support success? Tell us in the comments section below!

5 Basic Customer Service Do's and Don'ts

1. Consider Your Customer

Respect is the foundation of any relationship, personal or professional. According to Dale Carnegie, one of the fundamental principles for building relationships is to make the other person feel important and do so sincerely. Making customers feel valuable and important is the goal of customer service. Any customer deserves your undivided attention and a polite, friendly demeanor. That is the simplest way to demonstrate your genuine concern and create a memorable experience.

2. Be Truthful

Nothing destroys trust more quickly than broken promises. So always keep your promises. Prices, additional fees, and extra charges should all be reasonable. Create explicit return and refund policies. Deliver on time, if possible. When you say, you will respond and follow up. Provide the services you advertise in your correspondence and marketing. According to the adage, honesty is the best policy. It certainly applies to good customer service.

3. Accept Responsibility

Professionalism in customer service entails accepting responsibility for any customer problems or negative experiences with your company, products, or services. This means that you, as a front-line company representative, are prepared to sincerely apologize to a customer on behalf of your company, even if the problem or situation that caused the customer's frustration was entirely beyond your control. Apologize and do your best to resolve the issue as quickly and smoothly as possible.

4. Always Put Yourself in The Customer's Shoes

Have you ever imagined yourself in the customer's shoes before responding to their request? It's most likely learned through experience. I'm referring to your own experience with unsatisfactory customer service. Could you recall how it feels to be frustrated or ignored when seeking help and support? Would you allow your customers to feel this way? Allow this unpleasant situation to teach you something: always consider how you appear to a customer.

5. Show Your Appreciation

Words of thanks will make your customers feel valued for their devotion to your brand. Saying "Thank You" to those who support your company will not take much effort, but it will demonstrate how grateful you are that they chose your product or service. It also indicates that you value the opportunity to be helpful and assist the customer.

The Distinction between Omnichannel and Multi Channel Support Marketing

In today's marketing landscape, new technology and the evolution of strategies bring a new wave of terminology that marketers must become acquainted with. Multi channel support and omnichannel for retail marketing are two new-age definitions that come to mind immediately. Even though both focus on using multi channel sales assistants to reach consumers and potential consumers, omnichannel retail services and multi channel support services are distinct and separate marketing strategies.

Interacting with potential customers across multiple platforms is called multi channel support marketing. A print ad, a website, a product package, a retail location, a promotional event, or word-of-mouth could all be used as platforms or channels.

The multi channel customer support provides an integrated shopping experience referred to as omnichannel. As a result, the customer can shop online from a desktop or mobile device, over the phone, or in a physical store, and the experience will be seamless and consistent.

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Every customer wants a unique shopping experience, whether they are walking into a brick-and-mortar store, swiping on an app, or browsing through the website. Do you remember when you shopped last time? How did you end up buying from that particular brand? Did you see an ad? Received promotional mail? Or have you seen a banner on display?

The marketing strategy of the brand influences almost every purchase you make. Every interaction made by the brand plays an integral part in your path to making the purchase decision. So, if you are an Amazon seller and want to improve Amazon online purchase of your product, you need to ensure that your marketing strategy targets the potential buyers at every stage of the sales funnel?

The solution is to use an omnichannel strategy. The omnichannel marketing strategy can help Amazon sellers integrate all the channels and make various marketing strategies spread across different platforms work together to provide effective results. When businesses understand the customers' shopping behavior, they can use a customer-centric approach to connect with the target audience on various channels as they move ahead in the sales funnel. When you offer more technology-enabled touchpoints and a unique shopping experience, customers expect even more from businesses. This is why it is essential for every Amazon retail business to integrate an omnichannel strategy.

Before we proceed further, let's understand what omnichannel strategy is.

What is an omnichannel strategy?

Omnichannel strategy is a holistic approach of a brand to offer technology-enabled touchpoints to customers across various channels. With an omnichannel marketing strategy, businesses can provide customers with a consistent experience across offline and digital touchpoints. It is an integrated, cross-channel marketing strategy to align all the channels creating a better customer experience.

With an omnichannel presence, your customers don't have to rely on a single channel to shop from your business. Your potential customers may be using different channels when buying a product, so with omnichannel marketing, you can make a better reach to these customers and improve your brand sales.

Furthermore, omni sales channel strategy will cover the entire sales process, from the beginning of the funnel where your target audience discovers your brand to purchasing a product from your business, establishing loyalty, and even further. An effective omnichannel marketing strategy makes the whole buying process easier and smoother as your customers would have the same shopping experience across all the channels.

In simple words, omnichannel strategy means that your brand is present in several channels at the same time, similar to the multichannel strategy with the major difference that omnichannel retailing aims to integrate all channels for a better user experience.

Difference between omnichannel and multichannel eCommerce strategies

While both the strategies may sound similar, it is crucial for an Amazon retail business owner to understand key differences between the two strategies to make sure that they implement the best strategy for their business. Multichannel strategy is an umbrella term for any strategy that involves more than one channel. On the contrary, the omnichannel strategy would take all channels into account.

Omnichannel strategy is nonlinear and more complex compared to multichannel marketing strategy. The strategy matches the nonlinear nature of buyers' journeys. On the other hand, multichannel strategies are simple. Multichannel strategy is operational, whereas the omnichannel approach can act as a business model. In multichannel strategy, different channels are not integrated with each other, which means information related to audience engagement can't be transferred between various channels.

Channels in the omnichannel approach can share live updates between channels, such as sending email reminders to customers who showed their interest in purchasing your product. This will encourage your potential customers to complete their purchases and improve their shopping experience across channels.

As your customers would like to engage with their brand on different channels, you need to implement a smart marketing strategy that integrates all channels. Lastly, the multichannel strategy tends to focus more on brand, whereas omnichannel marketing will put customers at the center.  

Why is omnichannel strategy important for your business?

During the past few years, advertising and marketing have changed so does consumer behavior, so businesses need to change their marketing strategies accordingly. Creating an effective omnichannel strategy can help businesses efficiently target their potential customers throughout the sales funnel. The omnichannel marketing strategy also helps businesses ensure that their online presence as well as messaging is consistent across all channels.

Omnichannel retailing is also important because when you interact consistently with your customer, it can provide a better customer experience and better engagement opportunities across all channels, resulting in a higher conversion rate. Also, this strategy allows businesses to reach the right audience at the right time. Here are five reasons why eCommerce businesses are adopting omnichannel marketing:

1. Improves customer value

Omnichannel strategies put customers at the center, and your potential customers would love it when they are in the driver's seat. According to the Coresight report, 53% of leading retailers state that the most important reason to implement omnichannel support is to improve customer value. When Amazon retail business owners implement an omnichannel strategy, they provide more value to the customer and improve the user shopping experience.

2. Targets new segment of customers

With omnichannel, businesses can target a new segment of customers. This can be beneficial for leading retailers as well as new or small-sized businesses. As reaching new customers is a key to business growth, an omnichannel strategy can help businesses improve their sales and revenue.

3. Increases your business's operational efficiency

Another benefit that businesses can observe by implementing an omnichannel strategy is reduced cost with improved operational efficiency. By adding omnichannel marketing into their strategy, businesses will only have two collect customer data once compared to other strategies where data is collected at every touchpoint. This also means that businesses don’t need to create and implement different strategies for different channels.

4. Boosts your sales numbers

A review study by Harvard Business showed that customers who prefer omnichannel spend at least 10% more than customers preferring a single channel. This study also shows that omnichannel customers are about 30% more valuable. Hence, businesses can target more customers and improve their sales numbers with an omnichannel strategy.

5. Increases inventory turnover

Businesses do not want to lose business because the product has gone out of stock. With an omnichannel strategy in place, businesses can have a better inventory overview and can fulfill customer orders from anywhere. Your inventory data will be shared across the channel, reducing the risk of a product getting out of stock.

6. Higher customer retention

Customers prefer buying products from a brand that they trust. Omnichannel marketing strategy provides a consistent customer experience across different channels, helping you build trust and loyalty. When you build trust with your customers, there is an increased chance that they will prefer buying from your brand in the future.

How to create an omnichannel strategy?

Here are five steps you can follow to start off your omnichannel strategy that benefits your business:

• Know your customer: Understand the interest, needs, and behavior of your target audience. Ask them to share their feedback and engage with them on social media to understand.
• Choose the right channels: Find out what channels your customers prefer and what they do on these channels.
• Find a clear purpose for each selected channel: You can use one channel to share product updates and the latest industry news while the other channel for engaging with your target audience and so on.
• Connect all channels: This can be the hardest part of your omnichannel strategy and should be executed perfectly for efficient results. You need the right tools to follow your audience across different touchpoints.
• Maintain all channels: After you have implemented your strategy, analyze and improve it for better results.

Conclusion

Your potential customers engage with your brand every day through different channels. You can use an omnichannel strategy to enhance these touchpoints for a better customer experience. The omnichannel marketing strategy should be an essential part of your business plan and for the long-term growth of your business. With the omnichannel approach, you can see a positive impact on customer experience, customer value, retention, engagement, and conversion rate across all channels.

Now that you understand the meaning of omnichannel, its importance for every business, and how it differs from multichannel strategy, it is time to use this knowledge to implement an effective omnichannel strategy into your business plan for long-term growth. Now when your potential customers are combining multiple channels to purchase a product, it is important for you to reduce friction between these channels to ensure that they get a smooth shopping experience across all channels.

Want to create an effective omnichannel marketing strategy for your business that works? Get in touch with VServe Solutions' Amazon listing services experts who can help you create an omnichannel eCommerce strategy to give your business a competitive edge in the online marketplace.