Today’s new cross-channel customer is online, offline, captivated, distracted, satisfied, annoyed, vocal, or quiet at any given moment. Marketing campaigns should be cohesive yet distributable across multiple channels. Segmentation strategies should now take into account channel preferences.
To truly become an effective cross-channel marketer, marketers must adhere to some basic principles, most importantly to ensure that the organization is aligned to be a cross channel marketer.
Key Digital Channels
Today, consumers have more options. They can choose which marketing messages they receive, when, where, and from whom. They expect, even demand, interactive communication. The new power channels are the consumers’ channels — email, mobile, social and the web.
The web and email have been two channels that are very common to retail marketers, but are still not being used as effectively as they could be. Social and mobile are two marketing channels that have emerged in only the last few years. Customers are spending less time on the general internet and more time on social networking sites such as Facebook and more time on their mobile device.
Channel Integration
Start with a couple key channels to develop integrated, efficient digital marketing programs – i.e., integration of content across social media and email marketing, and the development of more targeted messages based on search behavior data.
Studies have proven that customers are more likely to purchase from a brand, if the brand is able to communicate with the customer through multiple channels. For example, a customer who is an email subscriber AND Facebook fan is more likely to purchase from your store, than a customer who is just a Facebook fan.