You scroll through Instagram at night, spot a product that looks good. You check it out, maybe even add it to your cart… but then you get busy. Didn’t buy it.

Next day, same product shows up on WhatsApp.
Or in an email. Or even inside an app you use.

You’re like:
“Bro, how is this thing following me around?”

That’s not any hacking 😅. That’s just smart marketing or to be specific, omnichannel marketing.

Let’s break this down the way I’d usually explain it if we were sitting over chai. No marketing jargon just straight talk.
Omnichannel isn’t some trend word.
It’s not about showing up everywhere and posting daily just for the sake of it. That’s not the point.

Let’s say your customer starts on your website… then asks something on WhatsApp… then maybe responds to an email.

They shouldn’t feel like they’re talking to three different people.

If the flow feels smooth, that’s omnichannel.

Why does this matter?
I once read something crazy when businesses get their communication flow right across platforms, they can retain almost 89% of their customers. That’s no small number.
The others? They struggle to even hold on to 30–35%.

End of the day, if someone can reach you without jumping through hoops, and they feel like you’re actually listening they’ll stick around.
It’s that simple. People stay where they feel seen.

What usually goes wrong
Someone messages you on Instagram. You reply after two days, asking them to email you.

Then they email… and you ask their name again.

Bro… 🙆‍♂️

That’s how customers disappear.

They don’t care about which platform you prefer. All they really want is for things to be simple and not a headache to deal with.
Here’s a small example I usually give
Let’s say I’m on your website, added a product to cart… but didn’t finish the payment.

Next day, I get a quick WhatsApp:
“Hey, saw you left this in the cart. Still thinking about it? Need help?”

It’s not pushy. It’s not spam.
It just feels like you noticed, and that you care.

That alone can make someone complete the purchase.

And does that small message actually work?
100%.

Some of the clients I helped they didn’t run big ads or fancy campaigns. They just made the experience simple and connected. Result? Customers came back.

In fact, one of them a local business from Kochi told me this:
“After we started replying fast and sending simple cart reminders, repeat orders went up like crazy!”

Not magic. Just basic connection.

You might be wondering, “Okay bro, this sounds good and all… but how do I actually start?”
Bro, honestly? Don’t stress. Start small. Keep it simple. That’s how it works.

Even if you’re just starting out these small steps help:

• Note customer info somewhere
  Use Google Sheets, use Notion, anything. If someone messages once, don’t ask their name again later.
• Talk like a real person — always
  If you’re casual on Instagram, don’t send super formal emails. Keep it real everywhere.
• Connect your platforms
  Use tools that work together. There are free ones too. Start small.
• Set up tiny automations
  Like cart reminders, or feedback requests. Nothing too robotic just useful stuff.
• Follow the customer journey
  Where do they first find you? Where are they dropping off? Fix that step-by-step.

That’s it. Start from there.

Real stories, real results
I’ve seen people with 0 tech background set up a decent omnichannel flow and win.

One guy who sells clothes in Thrissur, he just used WhatsApp + a small email setup + Instagram DMs. That’s all.

But he replies quick. He remembers past customers. He follows up gently.
And guess what? Customers love it. They even recommend him to others.

That’s the power of doing small things right.

Final thing if you’re confused
If this all still feels like “too much,” no worries.

I’m not some big agency or team. I’m just one person, figuring things out step by step just like you.

If you ever need help setting this up for your business, or want to talk it out, just ping me.

I won’t sell you anything. Just happy to share whatever I’ve learned.

Let me say it once more:
Omnichannel doesn’t mean you have to be everywhere.
It means that wherever you are, you show up properly and you remember your customers. In 2025, that’s what makes people stay. Not just discounts or offers. Experience. Connection. Trust. That’s how you play the 89% game. And you can totally do it.