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Omnichannel Content Strategy

Your customers want a frictionless experience from one channel to the next. Content is dependent upon the identity and location of the customer, and which touchpoint they leverage to yield them desired results. Great omnichannel experiences build customer loyalty. All omnichannel approaches require strategic and relevant content to actualize an effective experience.

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Consumers take the omnichannel experience as a given but companies have yet to fully deliver on that expectation. In 2024, omnichannel remains basic table stakes for big box retailers and frankly for any medium to large businesses that offer products and services via brick-and-mortar storefronts and online.

That is because modern technology has created a world with more marketing channels than ever before, leading to high customer expectations of accessibility, speed, and ease. The best way to fulfill these expectations is through an all-encompassing, omnichannel content strategy. Why? Because effective omnichannel requires carefully seeded content at each customer touchpoint to meet the needs of the customer. Frictionless experiences yield happy customers, and these come from offering the most relevant and timely content to the customer when and where they need it.

To provide this, start with customer journeys, then work backward to create operational and content models. From this perspective, you can achieve ‘a single view of the customer,’ and integrated points of customer service. We understand how to create content experiences that are built on these concepts, and we know what is required from an operational model to achieve that. We preach/insist on the necessity of analytics and the importance of cross-channel reporting to provide the insights executives need to make informed decisions.

Some platforms promise the automation of the omnichannel experience. But even these require strategy and, specifically, a content strategy that scales content solutions for existing and future needs.

We are recognized as thought leaders in omnichannel content strategy. We created an entire website dedicated to omnichannel content strategy.

Learn How Your Content Can Improve Your Customer Experience & Your Brand.

We will help you ensure that all content, regardless of channel, can prove its worth as an asset to your customers and for your business. We will guide you in the creation of a customer-focused, results-driven framework that contains realistic objectives, operational modeling, and performance monitoring. We will set you, your content, and your customers up for continual success.