Nowadays, customers expect seamless experiences across every channel. Omnichannel strategies are no longer optional — they're essential for building loyalty and driving growth.
Below, we’ll explore three real-world examples of omnichannel customer journeys that illustrate how brands can create cohesive, personalized experiences across various platforms and channels.
1. Welcome home journey for engaging professional sports fans.
The welcome home journey is meant for sports fans who are traveling back home to attend their favorite team’s game. The goal of the professional sports league is to ensure fans have a great experience before, during, and after the game, maintaining customer loyalty while also capturing upsell opportunities. For this journey, segment qualification occurs when a sports fan flies back home from out of town and crosses into a geolocation fence within their sports team’s area limits. This event sends the customer into one of two customer journey flows.
The first journey flow sends the fan a newsletter about the upcoming game. When the fan passes by the team store, they enter another geofence, which triggers a real-time mobile push with a merchandise offer. This perfectly timed message encourages the sports fan to purchase their team’s jersey before the upcoming game.
The second journey is designed for the sports fan who is still in the consideration stage of going to the game. This fan enters a journey flow on one of two paths depending on whether they have purchased a ticket or have yet to do so. If the customer has purchased a ticket, the condition triggers the fan on the first path with a message about game details as well as an upsell opportunity to purchase a premium seat. The second path sends a reminder message that there is still time to buy a ticket to attend the game. If no action is taken by the fan, the ticket purchase journey waits a day before sending a game reminder notification to encourage conversion.
Holidays are prime time for brands to highlight unique products with exclusive offers. In this omnichannel customer journey example, a grocery chain capitalizes on the timing of customers looking to buy a turkey for Thanksgiving. The grocery chain prepares for the busy holiday season by automating and personalizing offers to its large customer base. To do this, the grocery chain crafts a journey that sends a personalized email with special pricing to qualify customers who have made product purchases in the last year. This allows the grocery chain to meet its goals for increasing conversions and driving higher sales for the holiday season.
3. Win-back journey for a fast-casual restaurant chain based on customer actions.
The win-back journey gives brands the opportunity to engage with customers when they have taken certain actions, such as after a purchase, or to encourage customers with timely offers. In this journey example, a fast-casual chain creates an audience of customers who have opted-in to receive messages. Customers are qualified based on whether they have placed an order. If the customer has placed an order, it triggers a real-time in-app or SMS message to pick up their beverage from their nearest location. If the customer has not placed an order, an in-app or SMS message is personalized according to local weather. For example, if the day’s forecast shows chilly weather, the customer will receive an offer for a hot beverage, while if the weather is hot, they’ll receive a cold beverage offer. With this journey, customers are given the optimal experience — receiving either a real-time message for picking up their ordered beverage while it is still hot or a timely personalized offer to prompt a beverage purchase — so that the fast-casual chain increases its conversion rate.
