What is Omni-channel Personalization?
Imagine a consumer that is on her smartphone, comparing products online but then gets distracted. Later she picks up her tablet to continue her product research, read the news and check Facebook. The next day while responding to email on her laptop, she resumes shopping. Will she ever purchase the product she’s considering?
In this fast-paced era where consumers interact with brands in multiple ways – i.e. social media, email, web, apps, brick and mortar shops — and with multiple devices, it is increasing important for brands to provide the most consistent, seamless, and relevant experience.
Omni-channel personalization is providing a 1:1 customer experience at the precise time or “micro-moment” across all channels and devices.
Why Is Omni-channel Personalization Important?
Connecting the marketing dots isn’t easy. According to Telco 2.0 research, 65% of consumers start product research on a smartphone, 61% continue on a PC or laptop, and 4% continue on a tablet. Long gone are the days where research and purchase were done in one sitting. This shift in consumer behavior is driving the need for capturing attention in the right context.
Omni-channel personalization is key for brands to increase engagement and conversions.
How to Get Started With Omni-channel Personalization
Omni-channel personalization starts with data integration, uses machine learning to find the micro-segments of customers, then focuses on these micro audiences with personalized creative and messages, and finally, delivers consistent messages across all channels and devices.
Learn the 5 steps to building a high quality 1:1 customer experience with omni-channel personalization.