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Personalization is no longer an optional business strategy: 71% of consumers expect personalized experiences with brands, and even more express frustration with businesses that miss the mark. But it’s not enough to just personalize the message — you must also tailor the delivery to the consumer’s channel of choice.

Gone are the days when brands could broadcast through a single platform. Today, the omnichannel customer experience reigns supreme, and that means the consumer is in the driver’s seat. Omnichannel marketing is the seamless integration of branding, personalized messaging and online and offline touchpoints that create a more profound customer experience.

Douglas Wilber

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