Providing an omnichannel experience is no longer optional for  ecommerce businesses. It is a must as customers expect it from their favorite brands. 

With an omnichannel approach, businesses can reach customers wherever they are and vice versa. Customers want a consistent personalized experience whether they connect via an ecommerce website or an actual physical store. 

With this approach, the business creates a strong brand presence across multiple channels. In addition to meeting customer requirements across various channels, businesses can also collect data and insights from all different touchpoints that will help improve customer service, product offerings, and omnichannel marketing strategies.

[Coretava](https://www.coretava.com/) offers a range of innovative omnichannel products that help businesses create a seamless and personalized customer experience across all channels. 

By consolidating customer data, using ecommerce marketing tools to personalize offers, and implementing engaging loyalty programs, businesses can increase loyalty, revenue, and growth. 

These omnichannel products work together to provide a holistic solution that helps businesses stay ahead of the competition in a highly competitive business landscape.

**Table of Contents**

* What Is Omnichannel?
* What Are the Benefits of Omnichannel Experience?
* How Does Omnichannel Work?
* How to Set Up Omnichannel Customer Experience: X Steps/Strategies
* Getting Started with Omnichannel in 2023

## What Is Omnichannel?

![What Is Omnichannel?](https://static.coretava.com/cms/What_Is_Omnichannel_be1f5a03c6.jpg)

Omnichannel is a customer-centric retail strategy that offers a seamless and uniform buying experience across all channels, including online and offline outlets. It entails integrating every channel  customers use to contact or transact with a store, including websites, social media, physical stores, and call centers.

Instead of concentrating on certain channels or devices, the omnichannel definition puts the consumer and their demands front and center. This new strategy aims to give clients a uniform experience regardless of the channel they use to communicate with a company. 

Customers can easily move between channels while still receiving the same level of comfort and service in an effortless manner.

The benefits of omnichannel are numerous for enterprises. [Customer loyalty](https://www.coretava.com/blog/customer-loyalty) soars because people are more likely to do business with a company that offers a seamless and customized experience. 

Customers make a higher number of more expensive purchases from a company on their terms, increasing sales. Omnichannel also assists companies in gaining important insights about consumer behavior and preferences, which can aid with product and marketing plans. 

### What Is Omnichannel Customer Experience?

Omnichannel experience refers to the ability of customers to interact with a business through multiple channels seamlessly.

This approach is characterized by the integration of different support channels such as physical stores, social media, websites, mobile apps, and customer service centers to create a unified and consistent experience for customers.

The customer can shop online from a desktop or mobile device, add to the order over the phone, and pick up everything at a physical store, while the omnichannel customer service should be accurate and frictionless.                                                                                                 
### What Is Omnichannel Ecommerce?

To give customers a seamless purchasing experience, omnichannel ecommerce is a retail strategy that combines numerous online and physical sales channels. This strategy combines omnichannel softwares, websites, mobile apps, social media, marketplaces, and physical stores.

Simply said, the omnichannel meaning in [ecommerce](https://www.coretava.com/blog/ecommerce) refers to a strategy that enables customers to get goods from a company across several channels while receiving a consistent and tailored experience. 

Customers should find it simpler to purchase goods on their terms, and have a quick, easy, and delightful omnichannel shopping experience.

### What’s the Difference Between Single Channel, Multichannel, and Omnichannel?

There are three basic strategies for selling products in online and offline channels: single channel, multichannel, and omnichannel retailing.                                                                                                                            
### Single Channel vs Omnichannel

Single channel marketing is the sale of goods through a single sales channel, such as a physical store or an online marketplace. While this strategy is straightforward and economical from an ecommerce business’s point of view, it may also restrict a company's potential market and clientele. Single channel is not the best option for companies that want to grow their customer base or give their customers a more tailored experience.

Omnichannel retail, on the other hand, merges all available sales channels, such as physical stores, the internet, mobile apps, and customer support centers, to offer customers a seamless and uniform experience. 

With this approach to trading, businesses boost customer satisfaction, loyalty, and ultimately, business profits, by providing customers with several channels to purchase their goods or services. Omnichannel enables companies to monitor and analyze client data across all channels, which can help improve and optimize their product and marketing plans.

Customers can shop at their own pace, on their preferred channel, and still have a consistent experience. They can switch between channels effortlessly, and businesses can provide personalized recommendations and offers based on their customer data. 

### Multichannel vs Omnichannel

![Multichannel vs Omnichannel](https://static.coretava.com/cms/Multichannel_vs_Omnichannel_fa0ab8dfb2.jpg)

Multichannel marketing refers to the practice of selling goods across a few different channels, including physical stores, internet, and marketplaces. There might not be a seamless link between each channel because they each run individually. 

While offering clients additional options, multichannel marketing also runs the risk of creating a fragmented and uneven customer experience. Customers might have a different buying experience on a brand's website than they would in a physical location, for instance, which can create confusion and frustration.

To deliver a seamless and uniform experience, omnichannel, on the other hand, integrates all the channels customers use to transact with a business. The switch between channels happens easily, and the experience is not negatively affected by this.

## What Are the Benefits of Omnichannel Experience?

Omnichannel experience has become increasingly important for businesses in the digital age. By providing a seamless and personalized experience for customers across all channels, businesses can differentiate themselves from their competitors and increase customer satisfaction, loyalty, and revenue.

The 10 main benefits of using an omnichannel platform in your business development strategy include:

### 1. Higher customer satisfaction 

![Benefits of Omnichannel Experience - Higher Customer Satisfaction](https://static.coretava.com/cms/Benefits_of_Omnichannel_Experience_Higher_Customer_Satisfaction_6859e24ac6.jpg)

Customers expect a seamless experience across all channels, and businesses that provide it can increase customer satisfaction by up to 91%, according to Salesforce data. This means that you can nearly double your customer satisfaction rates by implementing this approach.

### 2. Increased customer loyalty

Digisuite reports that omnichannel customers have a 30% higher lifetime value than single-channel customers. This is the result of increased customer loyalty to the brand.

### 3. Greater customer retention

Digizuite has also found out that companies with effective omnichannel customer engagement strategies keep 89% more clients on average than those with subpar methods, which only keep 33% of their clientele. Improved [customer retention](https://www.coretava.com/blog/retain-customers) has a wide range of positive spillover effects across other business metrics.

### 4. Improved customer experience

86% of customers are inclined to pay more for a better customer experience, based on PWC statistics. And the omnichannel experience is much better than other alternatives.

### 5. Better data collection

Omnichannel allows businesses to collect and analyze data on customer behavior across all channels, which can inform marketing and product strategies in the medium and long run.

### 6. Personalization

Omnichannel experience provides personalized recommendations and offers based on customer data, which can increase customer loyalty and revenue.

### 7. Increased income 

Businesses that implement omnichannel strategies experience a rise in annual revenue of 9.5% year over year compared to 3.4% for those who don't, according to REVE Chat. This is an important difference for ecommerce businesses looking for growth opportunities.

### 8. Decreased costs 

By streamlining the supply chain and order management procedures, omnichannel can lower the expenses connected with returns, shipping, and inventory management. By pushing down costs, your profit will automatically go up.

### 9. Competitive advantage

Businesses may set themselves apart from rivals and gain a competitive advantage by offering a seamless and tailored omnichannel experience. Being better than your competitors is the first step towards gaining a larger share of wallet and accelerating growth.

### 10. Better brand reputation

Businesses may enhance their brand reputation and draw in more clients if they put the customer experience first and offer a seamless omnichannel experience. This component is expected to gain more and more importance in the coming years.

## How Does Omnichannel Work?

When it comes to sales and marketing, omnichannel refers to a multichannel strategy that gives customers a unified and uniform experience across all channels. Customers can have a smooth purchase experience across brick and mortar locations, websites, social media platforms, mobile apps, and more.

Omnichannel experience is delivered through the following channels:

### 1. Integration

![How Omnichannel Works - Integration](https://static.coretava.com/cms/How_Omnichannel_Works_Integration_6ed76f302a.jpg)

The integration of all channels, technologies, and data sources is the first step in developing an omnichannel strategy. This makes it possible for customers to interact with the brand smoothly and effortless across all major touchpoints.

### 2. Customer-centered strategy 

The next step is to implement a client-centric strategy, which entails comprehending the customer journey and offering specialized experiences based on the customer's choices and behavior. Personalization is at the core of delivering a true omnichannel experience to your customers.

### 3. Data evaluation 

To better understand customer preferences, behavior, and needs, omnichannel means gathering and analyzing customer data from numerous touchpoints. Businesses can use this omnichannel solution to enhance marketing efforts and customer support.

### 4. Consistency 

You should make it a priority to maintain uniformity across all channels to make sure that customers get the same message and experience no matter which touchpoint they use to communicate. Unless you succeed in this regard, adopting an omnichannel experience might make it more confusing for customers rather than easier.

### 5. Communication

Offering customers a variety of ways to contact a business and maintaining a consistent message across all channels are both parts of omnichannel communication. Some communication channels include live chat, phone, email, and in-store support.

## How to Set Up Omnichannel Customer Experience: 9 Steps

Providing your clients with an omnichannel experience is not hard, as long as it’s done in the right way.

Here are 9 steps to set up an omnichannel customer experience and strategies to help you along the way:

### 1. Define your customer journey

![How to Set Up Omnichannel Experience - Define the Customer Journey](https://static.coretava.com/cms/How_to_Set_Up_Omnichannel_Experience_Define_the_Customer_Journey_d579eec343.jpg)

Mapping out your customer journey across all channels is essential to understand the different touchpoints and interactions that customers have with your brand. This should be the roadmap for building the omnichannel experience.

### 2. Integrate all channels

Omnichannel requires seamless integration of all channels. This means that customers should be able to switch between channels without losing any context or information.

### 3. Implement omnichannel analytics

Businesses can discover trouble areas and bottlenecks in the consumer journey by utilizing insights from omnichannel analytics and making the required adjustments to offer a more seamless experience. 

This in turn can assist firms in boosting client happiness and loyalty, which will ultimately result in more income and growth.

### 4. Personalize the consumer experience

For businesses to offer excellent client experiences, personalization is essential. You need to utilize data to adjust your communications and offerings to the preferences of each customer.

### 5. Customize customer support

Customization is key to providing exceptional customer communication support. You should use data to tailor your communications and efforts to each customer's needs.

### 6. Provide consistent messaging

Consistent messaging across all channels is important to maintain a unified brand voice and ensure a seamless customer experience. Otherwise, you risk doing more harm than good.

### 7. Train your team

Providing your team with the necessary training and resources is crucial for delivering a consistent omnichannel experience. After all, it is your team members who’ll be at the forefront of bringing this experience to customers.

### 8. Monitor and adjust

Once you get started, you should immediately begin to monitor the performance of your omnichannel strategy and adjust it as necessary to ensure that it is delivering the desired results. Providing this benefit is not a one-time step but a continuous process that should be constantly tracked and improved.

### 9. Use the best omnichannel platform

Rather than a specific step, this last one is a strategy that you should implement throughout. To maximize the impact of your omnichannel experience without wasting unnecessary efforts, you should get access to the best software app.

[Core Omnichannel](https://www.coretava.com/) is a technology solution that helps businesses provide a seamless omnichannel experience to their customers. It provides features such as phygital experience, in-store and POS integration, and personalized preferences across all channels.

By using Core Omnichannel, businesses can boost customer engagement, build customer loyalty, increase sales, lower marketing costs, and enhance profits.

## Getting Started with Omnichannel in 2023

A seamless and personalized omnichannel customer experience is essential to stand out from the crowd for businesses of all sizes and in all industries. Implementing an omnichannel strategy can help stores achieve a consistent customer journey and experience across all channels, improving customer loyalty and boosting profits.

To get started with omnichannel in 2023, businesses should first define their customer journey, integrate all channels, and invest in technology and data analytics. Personalization, consistent messaging, team training, and monitoring are also essential for success.

One platform that can help businesses provide creative omnichannel customer loyalty programs is Coretava. With its advanced features and integrations, Coretava makes it easy for businesses to create personalized and engaging loyalty programs that span across all channels, helping to drive customer loyalty and business growth.

**_[Click here](https://apps.shopify.com/gamiphy-loyalty) to get started._**

What Is Omnichannel Experience and How to Deliver It to Customers

large_What Is Omnichannel Experience and How to Deliver It to Customers.jpg

medium_What Is Omnichannel Experience and How to Deliver It to Customers.jpg

small_What Is Omnichannel Experience and How to Deliver It to Customers.jpg

thumbnail_What Is Omnichannel Experience and How to Deliver It to Customers.jpg

What Is Omnichannel Experience and How to Deliver It to Customers.jpg

What Is Omnichannel Experience?: How to Give Customers What They Expect in 2023

Every brand interaction a customer encounters plays a significant role in their decision to ultimately purchase a product. Whether they are browsing on a mobile device or walking into a store, the decision to purchase is most likely to be influenced by an advertisement seen on Facebook or YouTube, an email they received, or a billboard display they happened to walk past.

**Omnichannel marketing** seamlessly integrates all channels and makes various marketing tactics work collaboratively, efficiently, and effectively. With omnichannel marketing strategies in place, your ecommerce business is in a better position to thrive, with the help of data and analytics that create consistency whenever a shopper encounters the brand. 

In this article, we expound more on the omnichannel marketing strategy and how it captures the customers’ attention across online and offline channels. We’ll also show you how the [Coretava](https://www.coretava.com/) tools help you provide the ultimate omnichannel experience to boost customer purchases and loyalty.

**Table of Contents**

* What Is Omnichannel Marketing?
* Why Is Omnichannel Marketing Important in 2023?
* 7 Effective Omnichannel Marketing Strategies and Ideas. 
* How to Build a Successful Omnichannel Marketing Campaign?
* Getting Started with Omnichannel Marketing in 2023

## What Is Omnichannel Marketing? 

The ideal [omnichannel](https://www.coretava.com/blog/omnichannel) marketing definition is that it is a marketing strategy that integrates and incorporates the multiple channels businesses use to interact with consumers, with the goal of creating an improved and consistent brand experience.

Implementing an omnichannel marketing strategy guarantees that customers have a positive, consistent experience on each of the unified channels by providing key elements such as personalization of messages based on specific requests and identifiable brand tone and vision, plus creating content that is informed by past interactions and the current stage of the buyer journey. Omnichannel marketing platforms include social media, websites, mobile apps, and offline channels such as physical stores.

When marketing through all  channels, a consistent, seamless user experience helps individual consumers stay engaged with the brand, which leads to building of trust and eventually purchasing of the products and services offered. According to a 2021 Omnisend analysis of more than 135,000 marketing campaigns, it was found that marketers who used three or more channels in a campaign earned a 494% higher order rate than those who focused on a single channel.

One of the numerous omnichannel marketing examples is Starbucks. The Starbucks franchise integrates their in-store experience with the mobile one through its mobile rewards app, in order to prioritize consumer experience. Customers not only enjoy skipping the queue by ordering in advance, but they can also  use the app to pay and are rewarded with loyalty points which can be used to get a free coffee.

### Omnichannel vs Multichannel Marketing 

![Omnichannel vs Multichannel Marketing](https://static.coretava.com/cms/Omnichannel_vs_Multichannel_Marketing_ec73b275ec.jpg)

Although omnichannel and multichannel marketing are both concepts based on the idea of engaging customers across numerous platforms, the key difference is the focus at the center of all the efforts. 

The **omnichannel marketing** approach is focused on the customer rather than the product, where all channels are used collaboratively to give the customer a unified and consistent experience. **Multichannel marketing** revolves around the products rather than the customer, aiming to inform as many people as possible about the brand, products, or services.

Furthermore, although multichannel marketing platforms are available to customers, they are not linked, and as a result, the customer experience often varies for each channel. Omnichannel marketing, however, has all channels integrated with the customer user experience in mind.

_Multichannel marketing example_: Ella Jewellers sends shoppers a monthly email newsletter detailing this month’s latest jewelry additions, offering ladies a free pair of earrings with their next in-store purchase.

_Omnichannel marketing example_: Ella Jewellers sends shoppers monthly email newsletters as well as text messages tailored to their previous shopping trends. Diamond lovers are offered a free pair of diamond studs with their next in-store purchase, while silver and gold fanatics are offered a free pair of silver and gold studs respectively with their next in-store purchase. Customers are often encouraged to share contact details in order to receive alerts when new additions are brought to the store.

## Why Is Omnichannel Marketing Important in 2023?

New [ecommerce trends](https://www.coretava.com/blog/ecommerce-trends) have many brands similar to yours constantly advertising their products and services online, which in turn has made consumers increasingly picky about which brands to engage with. Having a working omnichannel marketing strategy in place sets your brand apart and brings about the following benefits:

### Increase In Sales and Revenue

![Benefits of Omnichannel Marketing - Increase in Sales and Revenue](https://static.coretava.com/cms/Benefits_of_Omnichannel_Marketing_Increase_in_Sales_and_Revenue_437d6e609a.jpg)

An omnichannel marketing strategy encourages consumers to engage with a brand across multiple touchpoints, therefore influencing the customer’s decision to purchase products or services, which in turn can help increase sales and revenue. Digizuite research shows that brands with proper omnichannel engagement see a 9.5% yearly increase in annual revenue, compared to the 3.4% for poor omnichannel marketing strategy. In addition, targeted messaging builds loyalty, making it more likely for [customer retention](https://www.coretava.com/blog/retain-customers) to improve.

### Improved User Experience

The omnichannel marketing customer-centric approach focuses on the individual customer’s experience, therefore improving overall user experience. This keeps customers engaged with the brand and encourages them to spread positive reviews to family and friends, which enables companies to retain customers and drive more sales.

### Coordinated Brand Strategy and Identity

With omnichannel marketing creating a seamless strategy across all channels, it becomes simple to build an identifiable brand image and tone. This is because companies taking the omnichannel approach focus on the overall experience to target each channel, hence basing the brand tone and image on core audience needs and values.

### Better Application of Data

An important aspect of omnichannel digital marketing is data analysis. Tracking the engagements across all channels gives your brand an even better understanding of the consumer’s journey, as well as which campaigns create the most value. The insights generated from analyzing such data can be applied into your brand’s [ecommerce marketing](https://www.coretava.com/blog/ecommerce-marketing) strategy in order to build more targeted campaigns.

### Improved Results

Implementing omnichannel marketing solutions correctly creates a seamless customer experience and tailor unique messages for your target audience across all channels where your brand is encountered, hence yielding the best results. According to a  2021 Gartner report surveying 2,196 customers, it was discovered that when customers encounter a value-enhancing service experience, there is 97% probability of the customer sharing via positive word of mouth, 82% probability of customer retention, and 86% probability of the customer spending more money. 

## 7 Effective Omnichannel Marketing Strategies and Ideas

With marketing technology constantly advancing and customer behavior continuously changing, it is essential to the growth of your business that you have effective omnichannel marketing strategies in place. Below are 7 omnichannel strategies that will help your business improve customer experience, reduce marketing costs, and increase sales and revenue. 

### Develop Customer Profiles

![Develop Customer Profiles for Success Omnichannel Marketing](https://static.coretava.com/cms/Develop_Customer_Profiles_for_Success_Omnichannel_Marketing_e38fde4cc1.jpg)

Knowing the customer buying habits, interests, and demographics is an essential part of helping your [ecommerce business](https://www.coretava.com/blog/ecommerce-business) create targeted offers and sales messages, as well as personalizing your website and marketing messages. This can be done through developing complete customer profiles by building imaginary buyer personas in an effort to identify potential issues and opportunities that may affect your brand. Therefore, a more effective marketing campaign that directly addresses the customer’s needs can be created when you understand their buying patterns and motivations.

### Use Appealing Omnichannel Marketing Strategy on All Channels

Digital marketing via channels such as social media, mobile marketing, and email marketing involves the use of technologies and tools to create, manage, and measure the effectiveness of online campaigns. Establishing a clear customer proposition across all channels and using analytics to identify customer engagement and patterns aids in optimizing marketing efforts accordingly, hence creating attractive omnichannel marketing strategies across all channels.

### Enable Cross-Channel Integration

Having two or more communication channels connected is an effective way of interacting with customers. Cross-channel integration helps you better understand the customer’s needs and preferences. It also reduces the time it takes to solve customer complaints and increases accuracy of customer data. Through tracking such data across all channels, you are able to make better marketing and product development decisions. Cross-channel integration also helps business owners increase revenue from online sales and reduce costs that may be incurred as a result of running discoordinated offline marketing campaigns.

### Optimize Social Networks

Social networks are a vital part of omnichannel marketing strategies, since they allow business owners to connect with customers, promote their products, and access valuable insights into customer behavior that are necessary in the optimization of the shopping experience. 

The process of optimizing social networks as an omnichannel strategy includes using targeted ads to reach interested consumers, using content marketing to create useful and engaging posts, tracking customer feedback for updates. and making the necessary changes. 

### Create Positive In-Person Shopping Experiences

According to the 2021 State of Consumer Behavior Report, 46% of consumers still prefer to shop in person at a physical store. And while 26% enjoy the overall physical shopping experience, 13% like the immediacy that buying in-store provides as opposed to waiting for delivery. Knowing this, your brand ought to provide employees with access to real time in-store and warehouse inventory plus that of other stores, in order to help the customer find what they are looking for. Employees should also have access to customer profiles including purchase history, preferences, and other relevant data that may improve the customer’s experience and drive more sales.

### Unite Online and Offline Interactions

![Unite Online and Offline Interactions for Success Omnichannel Marketing](https://static.coretava.com/cms/Unite_Online_and_Offline_Interactions_for_Success_Omnichannel_Marketing_7767fe480a.jpg)

Businesses can create an omnichannel experience for their customers by using a mix of online and offline channels. Unifying online and online channels allows consumers to conveniently purchase products from anywhere at any time, giving companies a better understanding of their needs and preferences, which translates into more sales. 

### Ensure That Your Business Systems Are Fully Integrated

The systems used in your business that extend to all your stores must be fully integrated to work seamlessly across all channels. As a result, you will achieve a satisfactory shopping experience for your customers and be aware of existing gaps in your brand’s shopping experience.

## How to Build a Successful Omnichannel Marketing Campaign?

In order to simplify the process and build successful marketing campaigns, advancements in artificial intelligence (AI) have brought about omnichannel marketing software such as Shopify, Sendinblue, Freshchat, and Coretava. Many business owners opt for omnichannel marketing automation for effective marketing campaigns using the steps below.

### Map Out Your Customer Journey

For this step, it is important to have complete and updated customer profiles in place. Analyzing social media channels to see who your audience is and how they engage on specific platforms and checking Google Analytics )GA) to see how the customers find your website are all vital steps to be taken when mapping out your customer journey.

### Streamline Messaging and Branding

Invite a representative from every department of the company to a prep meeting to ensure that all teams are on the same page, which is to streamline messaging and prioritize better customer experience.

### Resolve Customer Problems 

It is essential to provide efficient customer support and service across all contact channels simultaneously, to enable quick feedback and resolutions of any queries and challenges respectively.

### Create Onboarding Experiences

Create an onboarding experience for new customers to go through when they sign up for a product or service, including short guided tutorials covering everything from initial sign up all the way to product setup assistance and first use. 

### Use Omnichannel Marketing Tools

![Omnichannel Marketing with Coretava](https://static.coretava.com/cms/Omnichannel_Marketing_with_Coretava_d844116d98.jpg)

Using the latest tech tools can help you launch an omnichannel marketing strategy faster and with better results. Check out the tools available on [Coretava](https://www.coretava.com/) and how they can help you with this:

* With **Core Marketing**, you can send customized pop ups on your website, personalized emails, and tailored SMSs while gamifying the customer journey for more engagement.
* With **Core Personalization**, you can use smart recommendations, instant predicts, and intelligent search to provide your customers with the most relevant products based on their online and offline shopping habits.
* With **Core Loyalty**, you can reward your customers for their trust and for choosing your brand over competitors through points, cash back, or VIP badges.
* With **Core Omnichannel**, you can create a seamless and consistent loyalty phygital experience across all online and offline touch points.

**_[Click here](https://apps.shopify.com/gamiphy-loyalty) to get started today._**

## Getting Started with Omnichannel Marketing in 2023

As companies across the globe increasingly yield the best results from adopting omnichannel marketing strategies, there is no doubt as to whether or not it works. It is only through omnichannel marketing that you can offer your customers a consistent experience across all touch points.

With the proper omnichannel strategy in place, your business will thrive due to cohesive brand strategy and identity, customer retention, and customer loyalty principles which will yield an increase in sales and revenue.

_If you need some help in launching your omnichannel marketing strategy in 2023, check out Coretava. We have all the tools that you need to yield the best results in an effortless and affordable manner._

**_To learn more about how Coretava tools can help your business grow, [schedule a free demo](https://calendly.com/d/g2y-ryc-cx6)._**

What Is Omnichannel Marketing and How to Get Started

What Is Omnichannel Experience?: How to Give Customers What They Expect in 2023

What Is Omnichannel Marketing? Learn How to Capture Customer Attention Across Channels