The multi-channel approach merely aims to get the word out via the maximum possible number of channels. Multi-channel marketing is about casting the widest net to get the most customer engagements; the more the merrier. Companies utilizing the multi-channel strategy are adopting two or more channels to engage their consumers; most popular are social media and email.
Conversely, the omni-channel approach inter-relates every channel to engage with customers as a holistic whole, to ensure they are having a wonderful overall experience with the brand throughout each and every channel. The focus is on building a stronger relationship between consumers and the brand.
In fact, companies with well-defined omni-channel customer experience strategies in place achieve a 91% higher year-over-year increase in customer retention rate on average, compared to organizations without omni-channel programs in place.
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