Omnichannel Marketing – 5 Examples of Brands and their Omnichannel Marketing Strategies (Part 3 of 3)

Welcome to part 3 of our series on Omnichannel Marketing. In this concluding part, we take a look at 5 brands that are making a mark in their industries by implementing Omnichannel marketing strategies.

So far, we have seen that brands are using omnichannel marketing to bridge the gap between online and offline customer experience. We also got familiar with some of the widely used omnichannel marketing strategies for better customer experience. 

It is one thing to learn about a subject and it is entirely another thing to put it into practice. The following brands are examples of how to brilliantly execute on the promise of Omnichannel Marketing.

DISNEY

Disney is one of the pioneers in the entertainment industry constantly evolving with technology and time. They have the scale, budget, and audience, which makes Omnichannel Marketing a necessity. For such a big enterprise to make the shift look seamless is a testament to the reputation it enjoys among the market. It has set the benchmark for the rest to follow. It gets its omnichannel strategy right., down to the tiniest detail. 

It starts with your initial experience on the entertainment giant’s beautiful, mobile-responsive website. Even its trip-planning website works well on mobile — something that you don’t see very often. Attention to detail has always been a big strength of Disney.

With the Disney Experience tool, you can book hotels and plan your holiday commute. With the launch of the Magic Band Program, this tool can be used as a hotel room key, photo storage device to store those images & memories with your favorite Disney characters and order food. Also with Fast Pass integration, you can keep your vacation moving knowing about your favorite vacation spots and calculating the waiting time at each spot.

With such a wholesome experience, Disney checks all the boxes & leads the way by leaning in on the core principles – Least effort from the customer, personalized content and seamless customer experience across platforms – of Omnichannel Marketing.

BANK OF AMERICA

BoA takes its omnichannel strategy seriously. As one of the biggest brands in the banking domain, nothing is left to chance when it comes to dynamic customer experience. It allows for everything from check depositing to appointment scheduling to be handled by the company’s mobile and desktop apps. 

Though far from ideal, BoA has a clear head-start in this space as it continues to push for wider integration of its online and offline platforms. Watch out for BoA as it plans to roll out features for applying loans and other complex business needs online in the coming weeks and months.

STARBUCKS

Starbucks has a rewards program that has helped to further its cause as the number one destination for coffee lovers. A look at the app confirms that the brand has fully embraced omnichannel marketing.  

Starbucks rewards app is a case study in omnichannel marketing. Through the app, you get a free rewards card that you can use for every purchase. It makes possible to check and reload the card via phone, website, in-store or the app. Once this is done, the change is reflected across all channels in real-time. 

You need not worry about not having sufficient balance, reload your card and the cashier will know it’s been updated by the time you swipe your card. It is that smooth!

TIMBERLAND

Timberland creates an immersive customer experience in its brick-and-mortar locations by utilizing near-field communication (NFC) technology. NFC technology is the software that’s responsible for data transfer tools like Samsung Pay and Android Pay. This technology allows users to tap their mobile device against a special chip which wirelessly transfers information between the two devices.

Timberland makes use of this technology in its stores by giving customers a tablet that can be pressed against products and signage throughout the location. When the tablet is pressed against the chip, information about that product or offer is displayed on the tablet. It builds trust in the customer and given the wide range of choices, this is more likely to end in a purchase. Nicely done, Timberland!

WALGREENS

Walgreens has been using its mobile app as a primary tool for customer outreach. Customers can use the app to check and refill prescriptions without having to call their pharmacy.  They can also set up reminders that alert the customer if a prescription needs to be renewed. 

Rather than having to call and set up a prescription with the pharmacy, customers can do everything through the app. This eliminates potential hold times and can reduce the waiting time for in-store pick-ups. Though not groundbreaking, Walgreens has a solid foundation for building a smart pharmaceutical omnichannel experience.

Now what?

Omnichannel Marketing is here and it is only set to grow through the coming years. It is no longer about businesses deciding where customers go, but rather about going where customers feel comfortable. The trends have shifted and there is no going back. 

It is only a matter of time before this becomes the norm. The scale of some of the integration described above may likely make the entire endeavor feel out of reach for a whole lot of companies. 

We, at TechAffinity, strongly believe that our experience in customer service and expertise in omnichannel digital marketing can help your business make this shift. Get in touch with us and share your queries. Please drop an email at media@techaffinity.com to get started right away. 

Read Part 1 here

Read Part 2 here