HomeResources5 facts about multichannel marketing you never knew you needed

5 facts about multichannel marketing you never knew you needed

10th June 2024 - 5 mins

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By Rachael Kotadia

, Marketing Director

It’s highly unlikely that you’ve never heard of multichannel marketing. Multichannel marketing is an essential part of any email marketing strategy in today’s multi device and multi touchpoint customer driven world.

 
Indeed, most organisations rely on some sort of multichannel strategy as a crucial part of their integrated marketing plans. multichannel marketing – not to be confused with omnichannel marketing – is really a central component to almost all marketing strategies.
 
So, why is it so important?
 
Well, consumers today shop across numerous channels and access these channels on lots of different devices. Being able to reach your customers across all these different channels and devices is important to help you engage with them and reach them at the right moments.
 
In today’s multi device and multi touchpoint customer driven world, then, multichannel marketing is an essential part of any marketing strategy.
 
Read on for RedEye’s five facts about multichannel marketing that you never knew you needed!
Indian couple on sofa using mobile phone and laptop to shop

1. It should not be conflated with omnichannel

 
Multichannel, in its simplest definition, is the ability to interact with customers across various platforms. These platforms might be email, social media, a printed ad or a website, to give a few examples.
 
Multichannel and omnichannel are often conflated, and although there are many similarities between them, they are not the same. Where multichannel refers to the distribution of messages across as many channels as possible, omnichannel refers to the strategic establishment of a more holistic customer experience – for example, through both online and offline touchpoints.
 
In a truly omnichannel journey, a customer would go from shopping online on their laptop to doing so instore, and their experience of the brand would be seamless.
 
For businesses who want to succeed, consideration of a more omnichannel approach is important to ensure you are always putting the customer at the heart of your marketing strategy.
Group of men shopping on the high-street

2. multichannel shoppers spend three times more than single channel customers

 
Giving you three times more spend than those who only access you from a single channel, multichannel shoppers are almost as valuable to you as returning customers (as it costs from five to twenty five times more to acquire a new customer than it does to retain an existing one).
 
As consumers today shop across multiple devices and on multiple channels, being present across all these channels gives you a better chance of hitting them with the right message at the right time and in the right place.
 
Your multichannel shoppers are also going to be more engaged with your brand if they are hearing from you across multiple touchpoints, and therefore will be more likely to spend more money with you.
Women reading mobile phone whilst browsing on a laptop

3. At least eight marketing channels are used by 51% of companies today

 
From social media to email, SMS to direct mail, web to print advert – today at least half of companies are using at least eight marketing channels to reach their audiences.
 
This third fact proves the point that multichannel marketing is now so prevalent in businesses that it is no longer simply a strategy that might set you above the rest, but a real necessity for all marketeers in order to get their brands seen.
 
In order to make you stand out from the crowd, make sure you are harnessing the power of your customer data in order to not just be present on those multiple channels, but be present at the right time and for the right customer.
Women working on laptop

4. Lack of understanding of how to develop a multichannel marketing campaign prevents 21% of marketers from implementing it

 
This fourth fact could be a bit of a worrying one if you consider the above two facts (that multichannel shoppers spend 3 times more than single channel customers and that at least eight marketing channels are used by 51% of companies today).
 
With multichannel such an essential part of any marketing strategy, it’s important to make sure you are not part of this nearly ¼ of marketers not using multichannel.
 
multichannel is applied at its best when you use your channel data to ensure that you are interacting with each customer on not only their preferred channel, but on the right channel at the right moment.
 
Therefore, it’s important to have continuity across your channels so audiences get a joined up brand experience. Key to this is having the right marketing automation provider to help you implement a truly data-driven multichannel strategy.
Man looking at phone with shopping bags on the table in front of him

5. Having a single view of the customer is critical to a successful multichannel marketing strategy

 
As specified above, using your data to ensure you are choosing the right moment and place to interact with your customers is crucial to a successful multichannel marketing strategy.
 
Combining every piece of information you have on an individual – all their transactional, behavioural and engagement data together into one place – will give you a truly 360 view of that customer meaning you can uncover valuable insights such as which channels are their favourites.
 
With this knowledge, you will be able to confidently ensure that you are interacting with each customer on not only their preferred channel, but on the right channel at the right moment.
 

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About the author

Rachael Kotadia Marketing Director



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