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TMCNet:  Omnisend Research: Business Adopting Omnichannel Strategy Enjoy 90% Higher Customer Retention Rate

[January 31, 2019]

Omnisend Research: Business Adopting Omnichannel Strategy Enjoy 90% Higher Customer Retention Rate

LONDON, January 31, 2019 /PRNewswire/ --

Omnisend, omnichannel marketing automation platform for ecommerce, released new research on the effect of the number of channels used by a brand on customer relationship.

     (Photo: https://mma.prnewswire.com/media/816091/Omnisend_Rytis_Lauris.jpg )

Results favored using an omnichannel campaign for ecommerce: when an ecommerce brand used three or more channels in an automation workflow campaign, that campaign outperformed two-channel and single-channel campaigns in engagement and purchase rate by 250%. This data shows that adding just one more channel, like Facebook Messenger, Google retargeting ads, WhatsApp, etc can drastically improve a campaign's engagement.

On top of purchasing more often, customers who experience omnichannel marketing campaigns were more loyal. Upon studying brands that regularly use tree or more channels in their marketing automation campaigns, customer retention was 90% higher for these ecommerce stores.


Not only were customers who engaged with omnichannel campaigns more likely to return, but they were likely to spend more too. Customers who engaged in campaigns using 3-4 channels spent on average 13% more than customers who engaged in just one or two channels.

CEO of Omnisend, Rytis Lauris, had this comment: "This data validates the reason we began to focus on omnichannel marketing in the first place. This is what customers want, and omnichannel marketing isn't the future of ecommerce, it's the here and now. Merchants who want to get the most of their marketing should begin integrating more channels into their marketing mix."

To gather this data, Omnisend studied the purchase rate of customers who engaged in campaigns using three or more channels versus customers of brands only using two or less.  

Key Omnisend customers selected for this study were analyzed based on purchase frequency, amount, and campaign engagement. Omnisend notes that more ecommerce brands are adding several channels to their automated workflows to better respond to customer needs.

More information on this data can be found here.

About Omnisend: 

Omnisend is an ecommerce marketing automation suite that empowers marketers of digital commerce with omnichannel marketing features. Leveraging email marketing automation and several channel integrations, Omnisend integrates easily with ecommerce stores. Omnisend is listed in G2Crowd's selection of the Top 50 Products for Marketers 2019.

SOURCE Omnisend


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