If you’re not already hearing it, you soon will be. The phrase “omnichan-
nel” is finding its place in our industry – in workshops and in conversations with peers and partners.
A quick web search defines omnichannel as, “…a cross-channel content strategy that organizations use to improve their users’ experiences.” In our industry, we talk about omnichannel in the context of a guest’s interaction with your brand.
Omnichannel or Multichannel – What’s the Difference?
Omnichannel and multichannel are two very distinct communication strategies, even though both use multiple channels to reach guests. Multi- and omnichannel approaches differ in that the latter puts guests at the center to ensure an entirely consistent, unified experience at every touchpoint as opposed to merely enabling the individual touchpoints. Or if you prefer, think of it this way: multi-channel includes many, while omnichannel includes all.