Definition
Providing a seamless customer experience across all channels and touchpoints, whether online, in-store, mobile, or social. It's the marketing equivalent of being everywhere at once, executed by companies that can barely manage email.
Example Usage
Our omnichannel strategy ensures customers have a consistent experience whether they ignore us on Instagram, email, or in person.
Origin
Evolved from multichannel marketing in the early 2010s with emphasis on integration and consistency
Fun Fact
Companies with strong omnichannel strategies retain 89% of customers compared to 33% for weak strategies, assuming anyone actually achieves 'strong.'
Source: Retail marketing and customer experience terminology
Related Terms
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See “omnichannel marketing” in Corporate Speak, Gen-Z Slang, Pirate Speak, and more.
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