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How to set up a performant Omnichannel Strategy?

Having a website is nice, and it’s a good thing to have a functional customer support department, but in order to really maximize your potential, you need an omnichannel approach and therefore an omnichannel strategy.

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However, that is easier said than done. That’s why we have listed the steps you need to take to evolve from a classic single channel company, a somewhat evolved multichannel organization or a semi-developed cross-channel business into a futureproof omnichannel enterprise.

Omnichannel is not only about sales channels

This is a change happening on multiple fronts at the same time. Omnichannel isn’t just about your sales channels, but about your communication channels, supply chain processes, data collection and integration into CRM, and your people’s mindsets too.

All those different aspects of business need to be reoriented towards the same goal: becoming an omnichannel business. These are the steps you need to follow:

1. Articulate your unique customer experience

Define your primary segments and decide on how you want them to feel

2. Create your customer journey

Develop your touch points and decide which of them should reach customers during which phase(s) of their journey

3. Implement the changes

Strive for excellence during the Moments of Truth

4. Measure the outcomes & revise the strategy where needed

Monitor your marketing metrics & KPIs and evaluate whether you reach your objectives. If necessary, change your objectives.

Taking these steps should set you well on your way towards a holistic approach to your business. Of course, 4P square can help you every step of the way.

From developing a tailored omnichannel strategy down to supplying you with interim marketers to assist in the operational aspect, we’ve got it covered.

Want to become a futureproof entreprise?

In cooperation with Yungo and Starring Jane

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