With omnichannel delivery, and the marketing to support it, members can seamlessly choose which delivery system to use—and get the same credit union experience.
“In a perfect world, omnichannel marketing encompasses a consistent offer in every channel, with the customer in control of the experience,” says says Jon Moran, director of product marketing for Earnix, Westport, Conn. The challenge, however, is becoming adept at managing these channels for a seamless transaction.
For the omnichannel experience, what needs to happen?
1. Define success early on; set goals. Regardless of where you are in the omnichannel experience, develop a strategy first. Set goals to understand what it is you’re trying to achieve. Aim for consistency across channels, and ensure goals are set, measured and reported on so members receive a consistent experience.
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