Issue 10: What’s the difference between multichannel and omnichannel?
Welcome to the 10th in our Navigator365™ Insights series. Designed to explore key concepts in omnichannel engagement and demonstrate practical uses of Navigator365™, these were sent as emails to help our active users harness the full power of the platform, but the valuable insights they offer are just as relevant to anyone involved in omnichannel strategy and engagement.
In multichannel engagement, all key channels & content types may be available, but they tend to be unidirectionally and independently “fired at” HCPs – without taking into account customer needs and preferences. Multichannel campaigns are brand/company-centric, inevitably leading to a subpar customer experience and engagement.
Omnichannel engagement, on the other hand, ensures that channels and content are orchestrated based on individual customer needs (informed by actionable customer behaviour and preference insights). The same touchpoints are available but are now coordinated across channels (“closed-loop” and “two-way”) and the strategy takes a more customer-centric/personalized approach. With omnichannel you can achieve a superior customer experience, leading to better engagement, customer preference, and – ultimately – higher sales.
Learn how to engage your HCP audience with the right channels, right frequency and right content with actionable insights from your Navigator365™ Core licenses.
Navigator365™ Insights is just part of our commitment to ensuring our users get the most out of their data. Stay tuned for more Navigator365™ Insights and empower your journey to omnichannel excellence.
Already an active Navigator365™ user? Why not dive into your insights right now!
Interested in finding out more about how the Navigator365™ offering can deliver an unparalleled head start for your next customer engagement plan? Then please get in touch!
