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Visual search can take the user experience to a totally new level: People can upload an image to conduct a search and get more specific results. Not surprisingly, Pinterest has jumped on the visual search bandwagon. They came out with Lens, a visual search tool that allows users to take a photo of an item to find out where to buy it online, search for similar products or view pinboards of related items. As Marketing Land puts it, it turns your phone’s camera into a search bar. Since the launch of the beta version, Pinterest’s Lens now recognizes 2.5 billion home and fashion objects, has inspired over 600 million searches on Pinterest’s mobile apps and browser extensions, and has seen a 140% uptick from launch day. Pinterest has continued to update its functionality: They introduced Pincodes, a QR code-type technology that enables you to find inspiration while you’re out shopping or flipping through your favorite magazines. They launched Lens Your Look to take the guesswork out of outfit planning. They partnered with brands like Samsung to bring visual search to its latest smartphones and Target to allow customers to search their catalog using related products they see in the real world. They’ve fully automated Shop the Look, a feature that helps users buy products from companies that work with Pinterest, so you can, for example, buy a pair of jeans you see in a picture.11)
This visual highlights a broader trend in marketing, which is the wider use of ‘omnichannel communications’ centered around the customer to describe marketing strategies outside the retail and travel sector where the omnichannel term originated. If you’re wondering ‘why omnichannel’, Omni, based on the Latin Omnis meaning ‘all, every, the whole, of every kind’ emphasizes the importance of seeking to reach and interact with customers across touchpoints in all channels. It shows a more forensic approach to reaching target audiences, but should recognize that budget needs to be prioritized for the most effective channels. This quote from John Bowden, Senior VP of Customer Care at Time Warner Cable explains how omnichannel strategies are more customer-centric.
Whether it’s a name on a Starbucks cup or a shout out on a video message, people love knowing that their favorite brands recognize them and care about their experiences. This stands in stark contrast to the marketing tactics of old. Blanket ad campaigns and catchy jingles just don’t cut it anymore. Businesses no longer have control over the sales process. The customer holds all the cards. It’s now up to businesses to make buying from them as easy and enjoyable as possible. But personalization is taking on a whole new meaning thanks to marketing automation and other technologies. For example, email personalization will soon go far beyond simply auto-filling a recipient’s first name in the subject line. Contacts will be segmented automatically based on new parameters, like search history and off-site activity. Emails will be sent based on a customer’s data profile, not simply because of time zones and rough guesses about email open rates at certain times of the day. All in all, personalization will be the #1 tool for conversion rate optimization across every marketing channel.
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