V e r k e e r
Opinion

The benefits of an omnichannel strategy for big brands

So you’re doing some marketing for your website, and you’re (probably) using a cross-section of channels to do so – maybe some emails, social media, and even SEO and PPC. But how do you ensure that your customer experience is seamless wherever your audience find you? This is where an omnichannel marketing approach can help.

Increase engagement with omnichannel marketing

Omnichannel marketing has become more and more essential in the last few years with the rise of smartphone and mobile internet usage globally. With that, expectations have risen and, as consumers, we expect more and more of online businesses, as we spend less time at brick-and-mortar stores. Customers’ demands and expectations increase regularly, and homing in on the customer experience across their various touchpoints with you is the real essence of beginning your omnichannel marketing approach.

According to Zendesk research, over 35% of customers expect to receive real-time assistance regardless of the customer service channel they use, and over 35% of customers expect to be able to contact the same customer service representative on any channel.

What this means for your business, is that whether your users or prospects find you on LinkedIn, Google Search or Facebook, that they expect the same level of information, the same (seamless) experience and the same level of customer service. No longer can you get away with putting a junior member of staff on Facebook Messenger duty and hoping for the best – it’s imperative that all contact points provide a clear and helpful customer experience, which can include; dedicated agents, 24/7 support, shared CRM and data across teams and more.

A true omnichannel approach creates relationships, fosters brand loyalty and increases engagement by always providing the customer with exactly what they want at the time and place that they need it. Which brings us on to the role of SEO…

Where does SEO fit in with an omnichannel approach?

SEO is the ideal tool for the user-centric approach of omnichannel marketing. As we all know, getting to the top of a search engine is no mean feat, but if you can really nail your SEO strategy, it means that you’ll be in front of your audience exactly at the time that they are searching for your product or service.

The convenience element of SEO is what makes it so great. If I’m searching for a men’s green winter jacket and a search engine can, within moments, show me several options with pricing and sizes, then that it’s a perfect journey for me as a user. Serving your customers wherever they are is a key component to a successful omnichannel marketing strategy, and SEO is a huge part of this.

 

Need a hand? We know that sometimes marketing can seem like a minefield of buzzwords, trends and the next ‘big thing’, but SEO is here to stay. Here at Verkeer, our team of in-house SEO experts really know their stuff. Get in touch with us today to see how we help businesses like yours each and every day.

Let us go Over and Above for your company.