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With all that talk about chatbots, the reality of modern marketing becomes clear: it’s more conversational. People want it that way, and so brands are reacting. When consumers have a question, 82% want an “immediate” response. Conversational marketing facilitates a one-to-one, real-time connection between marketers and customers: Unlike traditional strategies, this form of marketing is now available across multiple channels, allowing brands to meet customers on their terms: on the devices, platforms and time schedules that suit the customer best. As per David Cancel, founder and CEO of Drift: “Today’s buyers expect to find what they’re looking for now, not later. As we prepare for the future, it will be more important than ever for businesses to be available across a broad spectrum of channels, and to make sure you’re communicating the way people prefer to communicate.” Ultimately, the primary goal of conversational marketing is to enhance the user experience through a feedback-driven model that fosters higher engagement and greater loyalty.

We’ve been banging the ‘Actionable Analytics’ drum for nearly 10 years now since we believe in the power of data-driven marketing based on digital analytics and customer research. It’s why we’re called Smart Insights! Systems such as Google Analytics and Adobe Analytics are relatively static in terms of reports and functionality. For me, the main trend here is using softer measures to get customer feedback. For example, I’ve been taking a look at some really interesting case studies from Vision Critical (Disclosure: A Content Marketing Partner of Smart Insights) which show how savvy brands are using customer communities to feed back. Another trend here is the adoption of dashboard reporting and analysis systems. At Smart Insights, we have adopted Google’s Data Studio (since it came out of Beta) for our monthly and weekly trading reports alongside the Google Sheets Add-In for the Google Analytics API, which we use for pulling the data through for our RACE digital marketing dashboard.

Omnichannel is particularly important for consumer-facing businesses. That’s because 70% of consumers use three channels or more to research a purchase. An omnichannel strategy is your company’s best way to build a one-of-a-kind customer experience for your customers. Take Bank of America, for example: Omnichannel Marketing for digital marketing trends 2019 With the free BofA smartphone app, customers can do all their banking on the go. The virtual assistant “Erica” can even answer customer questions and help customers make financial decisions. Bank of America serves up helpful content to existing customers through email, their app, and their website. They also send new product offerings through direct mail and through their app. Omnichannel isn’t just important for generating new business. It’s a necessary strategy for building a positive customer experience that increases your customer retention rates. According to the Aberdeen Group, companies with a strong omnichannel marketing strategy have seen a 9.5% year-on-year increase in their annual revenue and retained an average of 89% of their customers.

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