They are interacting with your brand via websites, email, and social media platforms. With so many emerging channels, buyers aren’t tolerating fragmented engagement.
Studies show that the “strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.” That results in a large decrease in revenue.
Therefore, it’s imperative for your team to create a plan. Focus on prioritizing the customer relationship and solving the buyer’s problem at every touchpoint.
Customers desire a similar shopping experience across all channels. Let’s explore how to meet (or even exceed) their expectations.
Making A Case for More Channels
There are several ways to engage with customers online. From email to webinars, businesses communicate with consumers in various forms.
To satisfy the consumer, it may be time for your team to activate more digital channels.
With every new channel, companies must experiment with its usefulness. It’s not an exact science. But teams need to find the value.
Zendesk reports that “64% of customers expect to receive real-time assistance regardless of the customer service channel they use.” Buyers prefer receiving responses to their questions sooner than later. That’s why live chat is a powerful tool.
Some companies find it difficult to execute multiple digital channels. The key is to develop a strategy based on data. Then, select the right technology for effective implementation. Optimize the results that work and learn from failed attempts.
No matter the number of channels, bombarding your customers with numerous messages isn’t helpful. It will only ...
... middle of paper ...
...ith your customers? Are you listening to their needs? How does their feedback shape your decisions?
A Gartner report states that “by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human.”
Equip your customers with the tools make informed purchasing decisions. That means developing a knowledgement management system or a Q&A forum.
Maintain quality relationships with customers. Highlight their pain points and identify opportunities to improve.
A Seamless Experience
The customer journey is expanding. Consumers are engaging with your brand on multiple digital channels.
Identify the channels that work best for your business. Provide a consistent brand experience that buyers can recognize easily. And execute strategies to build better customer relationships.
Meet customer expectations. Deliver a seamless experience.
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