What is Omnichannel Marketing?

Written by Alyssa DiLascio, Social Media Coordinator

In the past few years, omnichannel marketing has become a buzzword in the world of digital marketing. In a podcast by Matt Santos, SEO and Omnichannel Marketing, he describes it in a concise explanation. “A marketing tactic that is cohesive, first and foremost, between traditional marketing tactics and digital marketing tactics and creates synergy between all of them”- Matt Santos. This specific approach to marketing highlights and ensures a positive experience between all channels. 

What Is Omnichannel Marketing?

An omnichannel approach to marketing allows businesses to deliver a consistent customer experience (CX) between all channels customers use to engage with brands, both offline and online. It ensures customers have a positive experience with the brand on each channel, while also acknowledging other touchpoints with the brand. Essentially, this type of marketing is good for a brand’s reputation and focus on customer experience and engagement. 

Four Pillars of Omnichannel Marketing

Omnichannel marketing can go beyond digital marketing and to traditional marketing as well. It can work for all areas of a business:

Marketing channels: To build your brand, you can use social media channels, display video or audio, SEO content, mobile apps, and PR to engage your customers as well as connect with them. It generates demand for your products and services while also creating a positive experience. 

Sales channels: Channels such as PPC, SEO, email and social media can help retargeting your potential customers into paying customers. 

Operations: You can oversee your operations through many channels to ensure your products, order, inventory management and logistics are up-to-date and in order. 

Shipping and fulfillment: There are software management tools to organize your orders or products. It makes sure your customers are receiving products and services on time. 

Omnichannel Strategy

Let’s talk about executing an omnichannel strategy. It involves the key actions of unifying messages, identifying user affinities, segment customers, personalize experiences, and reinforce messaging. These actions all integrate to your strategy of customer experience. Unifying messages coordinate your messaging through all your channels. Identifying user affinities will identify how people perceive your brand through various channels and give opportunities to engage. Segment customers mean to identify your customers in segments based on their behavior or what their characteristics are. This will help lead you to your ideal audience. It’s a good idea to have personalized experiences with your customers through automated or personalized experiences. Your messaging should also be reinforced through all channels. You can do this through automation or by organic chats. In summary, your omnichannel strategy will help your brand connect with more customers and give a better experience.

How MSM Can Help You

At MSM DesignZ, we are the bridge between businesses and their customers. We want your brand or business to GROW! But, we also know it has to be maintained at the same time. Our team is here to help you and your business build a positive experience with your customers. Contact us today to learn more! Visit our contact page at, and we look forward to hearing from you!