In my current professional field, we focus on how our clients can provide a better experience when offering protection plans or services to customers consistently and efficiently, no matter the avenue in which it is delivered. Let’s take Walmart as an example; they currently do a tremendous job when it comes to offering protection for their eligible products, whether in-store, online, or through their app. The same goes for Sam’s Club (same company). The way it is offered, the verbiage, and the number of words matter. This was not always the case.
When you’re purchasing, let’s say, a set of lamps (like I did recently), you will get multiple attempts to add protection against accidental damage. Still, it all depends on the retailers and where the offer is presented or prompted. Marketing offers must be placed at the right time, with the right words, and multiple offers must be made throughout before checkout.
Suppose the customer still needs to add the protection, and they’re waiting for shipping confirmation. In that case, they should receive an additional opportunity via email or text to add the protection before the item ships. This ensures the retailer’s sales, a new add for the service provider, and peace of mind for the consumer.
Marketing offers must be placed at the right time, with the right words, and multiple offers must be made throughout before checkout.
When a customer protects a product at the point of sale, this builds loyalty, reduces chances of churn, and adds to a good customer experience overall. Omnichannel marketing helps a retailer with sales strategies that create cohesiveness across marketing platforms in order to maximize reach.
Overall, omnichannel marketing is revolutionizing the industry by meeting the customers where they are, no matter the avenue. All this allows for improved efficiency, customer satisfaction, retention, and sales metrics.
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