10 omnichannel marketing trends in 2020 that your brand needs to know - Part 2

Feb 13, 2020, 915 views

5. Improvement in the integration of tools

One of the great features of omnichannel, which has made a difference, is the possibility of bringing together the activities of various tools. While you may be boosting your loyalty program, you can also support a customer question. The possibility of mixing tools has resulted in a very dynamic experience, which has the effect of keeping the customer connected to your brand, through a relationship that is no longer just that of buying a product.

With such a kind of involvement, it is easier to make the customer feel at ease to privilege your brand. And you can go further, using features like inviting him to product launches restricted to special customers, or surprising him with advertisements and product offers that he identifies well with.

This type of experience provided to the customer is much easier when you know how to combine the many resources that the tools currently offer. As they will continue to emerge, there is no doubt that the road to the next periods will be there.

6. Low impact brands may have their space

With the advancement of e-commerce, the tools that increasingly appear and even the resources of AI, the expectation is that next year a process that will become a reality will intensify: the rise in the digital markets of smaller brands, which until recently they were not able to compete with the more structured ones.

Achieving a good level of optimization of the customer journey is the great task of those who enter e-commerce. A framework that, to be realized, needed the support of a large marketing structure, including professionals with experience in digital transactions. This will continue to be essential for a brand to aim for the top positions in the table. But, on the other hand, the appearance of technologies and tools, available not only to companies with large budgets, is giving the opportunity for smaller groups to grab at least a slice of this market. They are also enjoying the omnichannel experiences lived by the precursors and are turning that into a breath to get their place in the sun. In 2020 and for the following years they will be increasingly present.

7. Online and offline more together

Despite the increasing volume of online transactions, many experts are betting that the coming year will be marked by a very large increase in strategies that aim to work online and offline together. The situations in which someone will use the search history for a product on the Internet - including the one they consulted by chat or electronic service - will be more common to evaluate the product live, in the physical store. How about someone buying offline and being invited by an attendant to purchase another product with an offer only available online!

Or, as omnichannel expert Mike Glover suggests, “capture online attention and possibly get people to shop in the store. But also by associating any in-store purchase with an online account that can be used to market even more online. ”

8. It could be the year of Augmented Reality

Among the many tools that could be highly employed as an omnichannel trend for 2020 is Augmented Reality. The possibility of knowing in more detail the features and the various aspects of a product tends to be used a lot as people become more familiar with online sales.

The problem of a person not feeling confident in purchasing a product because he cannot feel it in any way tends to be minimized, through tools that can display the product from other angles or simulate its use in circumstances similar to those in which it will be employed in real life. With the spread of this type of purchase and the improvements that are certainly on the way, many bet that Augmented Reality comes with everything next year to add more strength to e-commerce.

9. It could also be the Internet of Things turn

Imagine walking into a mall and deciding to stop at a store just because you received a notification that someone's birthday is coming up. The store claims to have something tailored for you to give her as a gift, an excellent offer that comes in handy, because it will save you time and money and especially not having to take the risk of leaving a hole in your personal relationships.

It is in an integration system like this that marketers are thinking for the coming years, and the Internet of Things should have great weight in the construction of architectures like these, which integrate several different types of systems and resources and will culminate in an experience for the client as striking and radical as that. 2020 should present us with many bold attempts in this direction.

10. Deepening personalization

As a last trend that we can mention for 2020 is one of the main challenges that mark the omnichannel: specialization. When we refer to offering an interesting experience for the client, a good part of the idea is to develop a relationship that gives him the notion that everything he is faced with was made to measure, designed to satisfy his desires.

The techniques, tools and technologies that we present in this article are moving in that direction. The integration of platforms, the monitoring of the customer's journey, the taking of data and information, the investment in tools and technologies, all aim at the possibility of an increasingly personal service.

Thus, we could say that, with all that is already available and what will come ahead, more than ever the omnichannel trend for 2020 is to go deeper and deeper in the sense of focusing on the person, more than the brands and even than the results. 2020 could be an unprecedented year for omnichannel marketing.

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