Online and offline OMO integration that can take into account physical stores
Posted: Tue Jan 07, 2025 7:09 am
Finally, when brands are doing membership management, they often only think about the online battlefield, but neglect to integrate physical channel data with online channels. For today's consumers, offline experience is particularly important for some brands, so members often travel between physical and online. For example, brands need to integrate members' offline consumption records into the membership system to truly establish a complete 360-degree customer profile; if customers who visit stores and counters want to get a consistent service experience, they need to let the store Specialists can use online tools to conduct follow-up communication with customers.
Recommended reading: "Complete Analysis of OMO Virtual and Real Integration!" How to catch up with the new retail trends in 2024? 》
The Golden Triangle of Membership Management: MarTech + SalesTech + Data Integration
According to the figure below, from the first time a malaysia whatsapp phone number customer comes into contact with the brand to becoming a loyal member, they will go through an experience journey from left to right. From the initial recognition of the brand (Awareness), generating interest (Interest), to subsequent revenue conversion (Conversion) or even becoming a loyalty member (Loyalty), the brand should have corresponding strategies and digital tools at every step.
In the early stage, because the customer base is large and complex, and they have not yet become loyal members, brands should pursue efficiency, focus on one-to-many communication, and take into account a certain level of detail. Therefore, automated marketing technology tools (MarTech) should be used .
Recommended reading: "Complete Analysis of OMO Virtual and Real Integration!" How to catch up with the new retail trends in 2024? 》
The Golden Triangle of Membership Management: MarTech + SalesTech + Data Integration
According to the figure below, from the first time a malaysia whatsapp phone number customer comes into contact with the brand to becoming a loyal member, they will go through an experience journey from left to right. From the initial recognition of the brand (Awareness), generating interest (Interest), to subsequent revenue conversion (Conversion) or even becoming a loyalty member (Loyalty), the brand should have corresponding strategies and digital tools at every step.
In the early stage, because the customer base is large and complex, and they have not yet become loyal members, brands should pursue efficiency, focus on one-to-many communication, and take into account a certain level of detail. Therefore, automated marketing technology tools (MarTech) should be used .