Omni-Channel Analysis Paper

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Consumers are quickly embracing digital channels.

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 …show more content…

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.

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No matter the number of channels, bombarding your customers with numerous messages isn’t helpful. It will only drive them aways.

“It 's about quality communications, not quantity. Even one extra message can be viewed as spam, turning the most loyal customer away. Businesses must deliver the right message via the right channel at the right time,” writes Mark Friedman, chief marketing officer at SoundBite Communications.

Choose your channels wisely. Aim to satisfy the customer first.

Offering Consistency to Your Customers
A survey found that “60 percent of Millennials surveyed expect a consistent experience from brands.” It reassures buyers of your brand’s …show more content…

If you don’t use the same branding, your team runs the risk of confusing potential customers.

“[B]usinesses need to create specific standards or guidelines that will help define the elements of every customer interaction. Standards will not only provide you with the opportunity to be consistent, but they also serve as the perfect starting point for further training,” states Sofie De Beule, community manager at Engagor.com.

Build tools that will allow consumers to interact with your brand on their terms. If they are always on the go, develop a mobile app. If they prefer texting, start sending texts. That’s exactly what Bank of America did.

The financial institution offers their customers multiple ways to check account activity and balances. Consumers can either login on their desktops, use the mobile banking app, or receive a text message.

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Set a benchmark for your brand. Learn your customer’s behaviors to provide a consistent experience.

Achieving Best-in-Class Performance
Customer experience involves giving first-class customer service. People want to feel like their needs are being met. They’re looking for a caring person to

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