Bringing together in-store, web, app, and social media sales under a unified approach to branding, marketing, and messaging, omnichannel marketing is the standard for retail marketing in the digital age. In an article on Experience Retail Today, brick-and-mortar retail expert Bob Phibbs, known as “The Retail Doctor,” offers his tips for creating customer loyalty through an omnichannel approach.
Since omnichannel marketing unifies all of your sales channels, many of the tips revolve around that consumer experience. Shoppers should receive personalized service and experiences no matter where they shop, and the offline and online experiences should be consistent with each other. These experiences are what keep customers coming back. One of his vital insights is that it’s not the amount they spend that matters, but the fact that they keep coming back.
He also gives advice for taking full advantage of your online presence. Website and apps offer the opportunity to give customers instant, real-time support, he says, as well as useful tools such as virtual closets that allow consumers ways to organize their products. An omnichannel approach also means soliciting and displaying reviews, creating social proof and a sense of community.
Read the full list of tips here for more actionable omnichannel strategies.
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