Omnichannel Experience
  By Debbie Cline

The omnichannel experience is where it’s at. But what exactly is it and why should you care? 

The omnichannel experience is the result of a multi-channel approach to marketing, selling, and serving customers in a way that creates an integrated and cohesive customer experience no matter how or where a customer reaches out. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a brick and mortar store and the experience is seamless. Before you ask – yes, if you are a B2B company and/or don’t have a brick and mortar store this still applies to you.

Businesses that have implemented a strong omnichannel strategy have happier customers and see massive increases in customer retention and revenue. Here are a few obligatory stats:
 
  • 98% of people switch between devices every day
  • The purchase rate of campaigns using three or more channels is 287% higher than single channel campaigns
  • Omnichannel campaigns that involve SMS are 48% more likely to end in conversion
  • Companies using omnichannel marketing have 89% higher customer retention rates
  • 80% of customers use their mobile phone while shopping in a brick-and-mortar store
This doesn’t need to be a massive, expensive effort. Start with targeted, consistent messaging across all touchpoints in the customer journey and go from there. 

Debbie is co-founder, chief of customer success at Buzzy Rocket and yellow lab lover. From LA to London, she is well known as an expert in creating that certain elusive magic that drives explosive growth at the intersection of companies, customers and mobile. She has proven strategic vision, and isn’t afraid to get in the trenches. In fact, she’s been doing this at companies big and small for 25+ years. Her background includes executive level positions at both public companies and startups where she has proven over and over again that her passion, drive and results oriented perspective get it done. She is tenacious, loves the game changer and loves to win.


Debbie is co-founder, chief of customer success at Buzzy Rocket and yellow lab lover. From LA to London, she is well known as an expert in creating that certain elusive magic that drives explosive growth at the intersection of companies, customers and mobile. She has proven strategic vision, and isn’t afraid to get in the trenches. In fact, she’s been doing this at companies big and small for 25+ years. Her background includes executive level positions at both public companies and startups where she has proven over and over again that her passion, drive and results oriented perspective get it done. She is tenacious, loves the game changer and loves to win.

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