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Key cross-channel marketing strategies in 2020

Key cross-channel marketing strategies

Key cross-channel marketing strategies in 2020

Most business clients interact with brands in different ways, using various means, such as television, social networks, and email. This is why marketers should use different channels to attract customers and potential customers.

The tricky part is connecting with these audiences through their favorite outlets in ways that grab their attention and keep them engaged. Marketers need multi-channel marketing strategies to achieve this.

What is cross-channel marketing?

Cross-channel marketing includes the creation of marketing content and connections that allow the audience to consume and interact with the brand on different platforms. It goes beyond publishing content across platforms, including building synergies between channels so consumers can get more experience. Marketers create connections between platforms, so consumers make logical decisions when making purchase decisions.

1-Cross-channel marketing process:

Cross-channel marketing eliminates the fragmentation of shotgun advertising messages. It uses various channels, such as email, SMS, web content, social networks and media, to improve customer interaction.

For example, a client may receive a message on Facebook on how to remove stubborn stains on carpets. By visiting the blog, they will find content that describes how to solve the problem using a certain type of detergent.

This publication also contains links to a YouTube video demonstrating its operation, and another link to the company’s website, which presents various types of products on offer.

Each channel reinforces the other, creating a rich user experience. Since marketing channels are interconnected, customers can seamlessly switch from one channel to another without feeling like you are bombarding them with content.

2-Understand your customers:

Marketers must have a good profile of their customers. Understand their buying behavior and the channels they often use to get information before making purchasing decisions. They also need to understand how goals like to receive advertising information.

After researching your customers, you can create individual content that communicates with customers on different platforms and communicates with other channels.

3-Collect customer data:

Start by tracking and collecting customer data because this information will help you understand how different customers interact with your brand and the buying process.

You can obtain data from a customer relationship management (CRM) database or other software provided by third parties. Data should help you distinguish between different customers.


After profiling customers and potential customers, divide them into different groups. You can separate segments by looking at habits, channels through which they interact with the brand, and shopping preferences.

For example, you may notice that certain sections reacted very sensitively to a specific marketing campaign.

Ultimately, this data will help you identify the most important customer segments, as well as ways to optimize and integrate marketing campaigns to achieve the best results.

5-Individual marketing:

After segmentation, customers create interconnected content, focusing on different segments, based on different stages of their purchase.

For example, you can send letters to the most promising potential customers with a call to action, telling them how to interact with the sales department.

For customers who have already tested your products, you can lure them at a discount. For customers who have already made a purchase, you can inform them of new additions to the catalog or product features.

In addition, if customers in the same segment have different habits of consuming content, create different versions of the content to serve each group. Use data analytics to determine the most effective multi-channel strategy and complement it with optimized content.

The goal is to provide all segments with the content that is most relevant to their purchasing needs.

6-Overcoming problems:

Inevitably, multichannel marketing is fraught with complexity because marketers must ensure that different teams work together to bring all the channels together. It is also necessary to provide consistent messages to different segments.

For best results, marketers should form joint teams of content creators and employees from different departments to coordinate holistic promotions and customer reach.


Cross-channel marketing is a great way to improve customer engagement and consumption of marketing content by creating seamless links between different channels.

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