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Why Omnichannel Marketing is the Key to Unlocking User Retention

Shivkumar M Shivkumar M has over 20 years of experience shaping technology product and GTM strategy. With B2B SaaS expertise across industries, he leads product launches, adoption, and GTM as Director of Product Marketing.
Why Omnichannel Marketing is the Key to Unlocking User Retention

Mobile marketers know better than anyone: today’s consumers don’t want to be marketed to. They’ve had enough of in-your-face advertising and overt money grabs. 
But if the right message is delivered at the right time in the right place? It doesn’t feel like an invasive sales pitch; it feels helpful.
That’s the crux of omnichannel marketing. Putting the information your users want at their fingertips the moment they think to look for it, in exactly the place they need it. 
It’s the email that features irresistible travel deals on your saved vacation spots. The in-app message that suggests a personalized itinerary of top-rated attractions for your destination. The push notification that displays your flight confirmation, departure gate, hotel address, and check-in time on your way to the airport. 
It’s all of these channels working together to provide users with a flawless, consistent user experience with your brand — and it’s a strategy that’s proven to inspire long-term customer loyalty.

What Does It Mean to be Omnichannel? 

Today’s consumers use an average of 6 touchpoints to interact with a brand, with nearly 50% regularly using more than 4.* 
When the customer journey can start or end at any time, on any channel or device, it’s critical for brands to provide a seamless experience across them all.
It’s what makes digital marketing so complex — and why so many brands are embracing omnichannel marketing to attract and retain customers.
An omnichannel approach unifies campaigns and messaging across channels to deliver a complete, consistent user experience. Every touchpoint nudges customers in the same direction.
Omnichannel marketing builds a stronger brand relationship by ensuring customers receive the same experience and messaging on every single channel and device — and not just with marketing, but across PR, product, customer support, and sales. 

7 Stats that Prove Omni Channel Marketing Programs Fuel Retention

Omnichannel isn’t just effective for attracting and converting customers. It’s essential for earning their loyalty, driving retention, and fueling sustainable business growth. 
Here are 7 compelling stats that prove it: 

Higher Engagement

Marketers using 3 or more channels see 250% higher campaign engagement.* 

Higher Conversion Rates and AOV

Brands see a 250% higher purchase rate and a 13% higher Average Order Value (AOV) when using 3 or more channels.* 

Higher Retention Rates

Marketers using 3 or more channels see retention rates of over 66%.* That’s a 90% higher retention rate than marketers who use a single channel.* 

Higher CLTV 

Omnichannel customers have a 30% higher lifetime value.* They make 23% more repeat purchases and are more likely to recommend a brand to family and friends than those who use a single channel.*

Creating Your Omnichannel Marketing Strategy

Step 1: Personalize

Generic blasts to your entire user base are no better than spam messages. Grouping users into segments based on in-app behaviors, demographics, location, etc., makes your campaigns more relevant and more effective. 

Step 2: Be Consistent

The whole point of unifying messaging across channels is to keep your communications and campaigns aligned. But you need to go beyond campaign copy: your UX, design assets, website, emails, and all customer-facing material should be aligned to provide the kind of familiarity that builds trust with users. 

Step 3: Embrace More Channels

Be ready to engage users no matter where their customer journey begins or ends. Offer them opportunities to convert at every stage on any device. 
In fact, a recent Harvard Business Review study of 46,000 consumers shows that with every additional channel used, customers spend more money. People who used 4+ channels spent 9% more than those who used just one channel.*

Step 4: Track and Improve

Measuring the success of your omnichannel marketing campaigns requires being able to track the right metrics. But that won’t work unless the tools you use for marketing all work together.
With the proper mobile marketing solution, you eliminate silos and ensure data integrity. When it all comes together, you get a complete picture of campaign success.

Omnichannel Marketing is the Key to Customer Loyalty

87% of customers think brands need to put more effort into providing a seamless omnichannel experience.*
Are your omni channel marketing programs living up to your users’ expectations? 
Omnichannel isn’t the future of mobile marketing. Your users are demanding it now — and when they find it, they spend more and stick around longer. 

Unlock Success: Multichannel vs. Omnichannel Marketing

With CleverTap, you can give them the personalized omnichannel experience they expect. Build automated marketing campaigns that connect across 14 channels — including push, email, SMS, and the in-app experience — to deliver value and earn lasting customer loyalty. 

See how today’s top brands use CleverTap to drive long-term growth and retention

Schedule a Demo Now!

Last updated on March 29, 2024