MAM
Omnichannel marketing: Engaging customers across platforms
Gone are those days when consumers used to contact just one channel regarding a specific brand or business. In today’s dynamic world, which is swarming with countless digital platforms, the consumers choose several channels to interact with a brand. Therefore, it has become crucial for brands to integrate online and offline channels to craft seamless customer experiences.
Understanding omnichannel marketing
This omni-channel approach paves the path for a consistent and personalized experience across multiple touchpoints contrary to multi-channel approach that caters to different channels individually. Omnichannel marketing helps integrate all channels to create a single coherent brand message. Whether a consumer chooses to interact with a brand through social media, on its website, attempts to connect through messages or visits their physical store, the experience should be a unified one.
Centered around ‘customers’
The customer lies at the core of omnichannel marketing. Getting deep and truly understanding the customer journey as well as all of their preferences and behavior will be a key approach to delivering hyper-personalized experiences across every channel. Brands, through data analytics, will capture the most vital customer insights that may only exhaustively understand their needs to deliver the right message at the right time.
Choosing the right technology
Delivering a seamless experience necessitates creating an integrated technology ecosystem consisting of CRMs (Customer Relationship Management Systems), data analytics platforms and automation tools. These technologies will help understand and track consumer behavior alongside offering consistent messaging across multiple channels.
Personalisation is ‘King’
Every customer is unique and so will be their needs. Leveraging data analytics to gather insights pertaining to customer behavior and preferences help tailor content of the messages and offers to fit each customer’s unique needs. For example, in case you are searching for a new pair of shoes on a website, receiving offers based on recent searches will enhance relevance and boost chances to engage with the brand.
Launching an Omnichannel Marketing Strategy
Other than understanding the buying behavior and preferences of your target consumer, invest in the right technology and deliver more personal experiences across channels.
1 Cross-platform data flows
Create a system where data gathered on one platform (for instance, a mobile application) can be utilized to automatically enrich the user experience on another platform. This will facilitate seamless transitions across touchpoints and improve customer satisfaction.
2 AI-driven personalisation
Capitalize on AI to deliver personalised experiences based on real-time consumer behavior. Offering content and recommendations tailored to evolving customer needs for hyper-relevant and dynamic experiences lies at the heart of omnichannel marketing.
3 Sync real-time inventory
Invest in and implement technology that offers real-time visibility into product availability across channels.This would help customers seamlessly switch between online browsing and in-store shopping catering a unified brand experience.
4 Geofencing
Reaching the actual target customer with the right message or offer at the right place is one of the most critical steps when bridging the online and offline gap. Using geofencing technology, the right messages or offers can be sent to customers near the physical stores to enhance their in-store shopping experience.
5 Integrated customer support
Customer service across the platforms needs to be harmonized where the customer can switch platforms but continue the conversation seamlessly. For instance, for the same customer who initiated a live chat with the support desk, they should be allowed to pick up from the point at which they dropped the conversation when using the brand’s social media support line, without necessarily repeating any information.
The article has been authored by AdCounty Media co-founder and chief revenue officer Delphin Varghese.
Brands
Sony Pictures Networks India names Shruti Aneja as lead – agency partnerships & key network initiatives
Aneja takes charge to deepen agency ties and boost revenue across Spni channels
MUMBAI: Sony Pictures Networks India has appointed Shruti Aneja as lead – agency partnerships, signalling a fresh focus on closer collaboration with advertising agencies and a sharper push for revenue growth across its channel portfolio.
In her new role, Aneja will chart strategic engagement with agencies, unlock new revenue streams, and nurture long-term partnerships. Her mission includes driving sales performance, adding value for clients, and delivering inventive solutions for advertisers — cementing Spni’s position as a preferred media partner.
Aneja brings over 12 years of experience with Spni, having risen through the ranks from manager to associate vice president. She has led high-performing sales teams across key clusters including sony hindi gec, free-to-air channels, and english entertainment channels like pix, axn and bbc earth.
Her track record includes driving integrated ad sales for popular shows such as Celebrity MasterChef, Indian Idol and Superstar Singer, pioneering first-time brand integrations, and repositioning channels for maximum impact in both urban and rural markets.
Aneja’s approach combines content-first thinking with solution-led selling, focusing on empathy, insight and storytelling that resonates with audiences and brands alike. Colleagues praise her knack for building trust with agencies and clients while spotting innovative ways to convert ideas into revenue.
With this appointment, Spni aims to strengthen its agency relationships and continue delivering compelling advertising solutions that combine creativity with performance.
