Omni-channel marketing is now a core strategy that brands use to engage with customers across multiple channels. First, track all the platforms, devices, and channels that customers use to interact with your brand. Take that journey yourself to experience what they do as they engage with you across these channels. Seeing it this way will tell you what is working and what needs to be changed in order to align messaging and experiences in a consistent way.
For any omnichannel strategy to succeed, each customer touchpoint needs to be orchestrated as part of an overarching customer journey. That’s the only way to reduce and eventually eliminate customers’ perceptions of using one channel versus another