Skip to main content

Omni-Channel Customer Experience

Omnichannel Customer Experience (CX)

Modern buyers are looking for exceptional customer service. This is often the deciding factor when it comes to making a purchase. Brands that can’t offer a seamless customer journey will struggle to generate loyal customers.

Multichannel

In the multi channel customer care approach, every channel is treated individually and is managed in a unique manner by implementing different strategies (conventionally only voice and email customer support) Thus, a multichannel customer care strategy does not focus on creating a consistent shopping experience.

Omnichannel

Omnichannel, includes everything from email, voice and web support, to social media and mobile support. The customer should be able to get support from whichever channel they prefer - whether that’s via email, phone call or a Tweet or a mention on Facebook.

If seen from the customer’s standpoint, every interaction with your business should be part of a singular experience. Having a seamless journey across all channels, both online and offline is the key to provide a consistent omnichannel experience.

Omni-channel marketing ensures that messaging and branding are consistent among channels. It acknowledges and addresses the customers across their preferred platforms to deliver a smoother buying experience at every stage of their journey. It also includes merging the different channels together (for example, social media, website) for promotional experiences.


Key channels

Nine prime focus areas for delivering better CX: (1) social communications (i.e., customer reviews), (2) product value (i.e., products and pricing), (3) personalization, (4) customer service, (5) consistency product availability & prices across channels, (6) information safety, (7) delivery, (8) product returns, and (9) loyalty programs.

Omnichannel experience

Customers who have the ability to convert on any channel have a 30% higher lifetime value, according to an IDC study. Surveys shows people shopping habit as :

7% shopped online exclusively

20% were store-only shoppers

73% used multiple channels

If your business doesn’t have an omnichannel strategy in place, you could be creating a frustrating experience for up to 73% of your potential customers!

Omnichannel challenges

1. Delivering a consistent multi channel experience

Customer never having to repeat information they’ve already given between departments or channels (e.g. switching from phone call to email), and being able to get support from whichever channel is most convenient.

2. Breaking down communication barrier

The key to exceptional customer service lies in bridging the gaps in communication throughout your supply chain - from sales to distribution and post-sales support.

3. Personalising the customer experience

To improve the customer journey, all of your systems - from your marketing and sales CRM (Customer Relationship Management), to your ERP (Enterprise Resource Planning), WMS (Warehouse Management System), OMS (Order Management System) etc. When your technology is fully integrated, you’re able to view a full history of your customers’ interactions with your business - allowing you to offer a far more personalised experience. This visibility ensures any member of staff at any customer touch point can access the necessary data to answer your customers’ queries fast and efficiently.

4. Training for the available technology

New and existing staff should receive training on all the systems and processes relevant to their role. They should also receive the occasional refresher course to ensure that everyone is always on the same page.


Labels:
Location: Dubai - United Arab Emirates

Comments

Post a Comment

Popular posts from this blog

Product Lifecycle Management PLM

Product Lifecycle A product life cycle is the length of time from a product first being introduced to consumers until it is removed from the market .  The concept of product life cycle helps inform  business decision-making , from  pricing and promotion  to  expansion or cost-cutting . (advertising, reduce prices, expand to new markets, or redesign packaging.) A company often incurs higher marketing costs when introducing a product to the market but experiences higher sales as product adoption grows. Sales stabilize and peak when the product's adoption matures, though competition and obsolescence may cause its decline. A product's life cycle is usually broken down into four stages;  introduction ,   growth ,   maturity , and   decline . Product Life Cycle 1. Introduction Stage The introduction phase is the first time customers are introduced to the new product. A product begins with an idea, and within the confines of ...
Post a Comment
Read more

Key things in a Product Roadmap

What is a Product Roadmap? A product roadmap is a plan of action for how a product or solution will evolve over time . Product owners use roadmaps to outline future product functionality and when new features will be released. A product roadmap is a shared source of truth that outlines the vision, direction, priorities, and progress of a product over time. It's a plan of action that aligns the organization around short and long-term goals for the product or project, and how they will be achieved. Key Things In A Product Roadmap Prod uct Vision This is critical as it sets your company on the path to creating a specific product strategy. It is the vision of what is desired and the potential that it has to be a great product. This initial vision doesn’t have to be the final one but it starts the process of building a product roadmap so that further planning can continue. This spells out what you want your product to be at the end of the project. Strategy This is the case you build...
Post a Comment
Read more

Digital Marketing

Digital Marketing Digital marketing is the promotion of a product or a brand through a one or more forms of electronic media such as the Internet, mobile phones, Google, search engine marketing etc. It is a way to reach clients on time and retain them with interactive marketing using digital technology. Digital Marketing Channels   https://digitalorbis.blogspot.com/2023/05/content-marketing-digital-marketing.html https://digitalorbis.blogspot.com/2023/03/seo-audit-analysis-technical-checklist.html https://digitalorbis.blogspot.com/2023/04/ppc-pay-per-click-digital-marketing.html - pending publish https://digitalorbis.blogspot.com/2023/01/social-media-marketing-digital-marketing.html https://digitalorbis.blogspot.com/2023/02/email-marketing-digital-marketing.html https://digitalorbis.blogspot.com/2022/12/affiliate-marketing-digital-marketing.html Digital Analytics Video Marketing Digital Marketing applications for 2023 Customer engagement platforms for 2023 Marketing Automation ...
Post a Comment
Read more