Stay Connected with Omnichannel Communications

The modern customer is frequently on the move, and that means they’re using many different methods to shop, pay bills and explore businesses. Texting and email play an important role in this increasingly mobile and digital age. 53% of marketers rely on hybrid (omnichannel) personalization methods, combining print and digital to drive engagement.¹ And customers are more connected than ever. Almost every American switches between multiple devices every day and reaching them across those touchpoints can increase conversion rates by as much as 65%.²

But while customers may be crossing communication channels, they still want a dependable customer experience from brands and companies. The overwhelming majority of customers (90 percent) say they expect consistent interactions across channels. Additionally, 80 percent say these consistent experiences across different online channels are important or even critical to meeting their customer experience expectations.³

Savvy marketers are aware of these shifts and plan their campaigns accordingly using an omnichannel approach. Omnichannel marketing is a customer-centric strategy that integrates channels and offers customers a unified experience. According to Salesforce, marketers use an average of nine different tactics across the entire customer journey. Additionally, high marketing performers personalize across six channels, compared with underperformers who only personalize across three.⁴

While digital channels are certainly a focus, direct mail continues to play an important role in customer communications. In a survey, almost all marketing executives said direct mail enhances engagement and conversions across digital channels, boosting performance in email, social media and online ads. Most of these marketing executives also agreed that direct mail performs best when integrated with other channels.⁵

Developing an omnichannel approach requires strategy and coordination. The good news is, there is often a tangible payback for this approach. 97% of marketers say integrating direct mail with digital channels improves performance.⁶

Matrix can help companies connect the dots and develop an omnichannel approach that puts customers first. From our digital e-solutions to transactional print communications and many options in between, we help you reach your audience with clear, concise and reliable communications tools. Additionally, with our depth of direct mail experience, we can guide you through integrating this tried-and-true solution into your omnichannel marketing. We are your trusted partner, offering industry-leading, digital-first solutions and quality and service in integrated electronic printing and mailing business solutions.

Omnichannel strategies built on consistent customer experience are extremely important to today’s consumer, and we can help you deliver. Contact us today to get started.

Footnotes

1. KeyPoint Intelligence 2024
2. Deep Sync 2024
3. Adobe Business 2024
4. Salesforce 2025
5. Lob 2025
6. Franklin Madison Direct 2025