Customer experience never stops. Your interaction with your customers is not limited by channel or personal contact. If anything, your brand has to work harder right now, through and post-COVID-19, to make sure your customers are having great omni-channel experiences.

We all see brands that deliver great omni-channel customer experiences every day. How can your brand achieve that level of customer success and win that level of loyalty? Learn from 3 companies who have done omni-channel marketing well, to build great customer experiences.

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This "A-ha! Videos" series is hosted by Propelo Media. We are a data-first, growth hacking marketing agency. How? First, we take advantage of today’s data-rich environment to help you get in front of the right people. Then, we integrate the power of direct mail with email, social, and digital display into a coherent, awesome, and results-busting campaign. Last, we analyze the campaign and spot opportunities to optimize it even more. Why? Ultimately, we want to propel you and your business by targeting the right people in the channels they already listen to.

Here’s a 90-sec video summarizing what we do best: [ Ссылка ]
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TRANSCRIPT:
We live in an omni-channel world surrounded by marketing. Wherever you are, whatever you’re doing, there’s an opportunity to get targeted mail, personalized email, shoppable social ads, even a physical flier from somebody on the street.

There are a million ways consumers interact with marketing all the time. Some estimates say we’re exposed to as many as 5000 ads a day.

But most of that marketing is jarring, impersonal, poorly targeted ... and a lot of it really annoys the very people you’re trying to reach.

It’s not your marketing that people remember, it’s how your brand makes them feel. To deliver brand experiences that grow your business, you must do 3 things:

1. Leverage everything you know about your customers and target audience.
2. Apply those insights across all channels.
3. Deliver consistently positive, personalized, and integrated brand experiences across those touchpoints.

It’s not easy, but some of the most successful companies in the world have made a science of delivering these kinds of experiences over and over. Here’s a quick look at three brands that create amazing omni-channel customer experiences.

1. Walt Disney World
You can’t talk about great omni-channel customer experiences without mentioning how Disney World empowers customers across every channel while they’re planning a vacation at one of its resorts.

Customers move from:
• booking on a great mobile-responsive website
• to planning the details of their trip on the My Disney Experience app
• to a top-notch resort stay powered by “magic bands” — which are bracelets that use NFC tech to act as tickets, wallets, line-cut free passes, and more.

Every step in the Disney World customer journey is personal and empowering. Even if we don’t have Disney’s resources, every brand should strive to make customers feel that empowered and understood.

2. Neiman Marcus
For Neiman Marcus, identity crosses the retail-online threshold.

In the store, interactive directories and “Memory Mirror” smart monitors create a digitally enhanced fitting room experience. Meanwhile, the retailer’s app allows customers to take pictures of outfits they like and use augmented reality to find similar looks in its catalog.

The brand also leverages that information to personalize the e-commerce, email, and direct mail experience of every customer. For example, if you come to the site and shop for specific items - email and direct mail will showcase products related to your visit.

3. MB Financial
When 100-year-old MB Financial bank wanted to connect with small business banking customers on a more personal level, it had to get creative and put real people from those branches at the forefront of its “MB Is Me” campaign.

The campaign featured the real managers from local branches in print, radio, and digital media ads. Then it followed up those ads with a localized direct mail campaign that let the branch managers talk directly to the small business owners they served.

The media campaign built trust in MB Financial’s ability and commitment to satisfy a small business’s banking needs. The direct mail served as a closer and generated a 205% increase in sales leads.

From public messaging to targeted engagement to personal experience: That’s how omni-channel marketing changes the game.

Read about more cases like these in our blog. And call us when you’re ready to start planning great omni-channel customer experiences for your brand.

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