Is it fair to say that an Omni Channel Experience will lead to an Omni Channel Loyalty? I came across this interesting [infographic] on MarketingProfs last week, the notion of OmniChannel Loyalty. There is so much being written about brands trying to deliver an omni-channel experience and a lot is being said about an Omni Channel Commerce now, you tend to look at these as isolated efforts. But take a step back and you realize that these are all connected, you cannot deliver an omni-channel commerce without thinking about an omni-channel loyalty engagement which is not possible without an omni-channel experience. I was excited to see just the concept of an Omni Channel Loyalty being spoken about by Verónica Maria Jarski that I decided to share the infographic and a brief intro from her on my blog, take a read:
Omnichannel loyalty (OCL) is “an enterprise-level initiative to drive, track, measure, and reward incremental behavior throughout the enterprise and customer experience,” according to a Kobie Marketing infographic on OCL. With OCL, companies engage customers with personalized messages at each touchpoint across various channels. The businesses also offer rewards for customers’ loyalty, which often results in lifelong brand loyalty. Unfortunately, most businesses ignore the big data needed to drive an OCL initiative. Only 10% of real-time data is used, which means myriad missed opportunities.
However, if more companies really understood the importance of giving customers the right offer at the right time, they’d use data to find out just when those times are… and how to best engage their customers. The following infographic covers missed opportunities, the “always addressable consumer,” the importance of delivering lifetime value, the role of social media in OCL, and more.