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The key to omnichannel experience is realizing that it’s not about channels, but about the consumer. It’s not about messages, but about utility and experiences. It’s about helping consumers to make reliable choices and discover an enjoyable experience for themselves.
The proliferation of smart phones, social media, email, and high-tech availability means your customer is likely to interact with your brand on many different devices via a vast array of channels. But what your customers look for is a seamless brand experience across all channels, so their questions are answered, and issues get resolved – quickly and with unprecedented ease.
GAVS’ services include automation led infrastructure services, enabled by smart machines, DevOps & predictive analytics. With the focus on reducing incidents through automation to improve user experience by 10X, we help businesses provide an omnichannel customer experience that is an important aspect in implementing digital strategies.
However, many factors might influence implementing customer centricity such as the management’s decision to transform, promoting digital awareness, preparing the organization, considering internal/external factors and obviously taking advantage of best-in-class technological advancements.
Here are seven fundamental considerations to create a consistent omnichannel experience for your customers.
1. Monitor, Scale and Strategize
A contingent business strategy enables customers to connect from anywhere, at any time, simplifying increased interactions between dealers and consumers. However, having every channel open is not always achievable, making it necessary to gauge demand in each channel and distribute the resources accordingly.
Closely monitoring and analyzing the collected data through the omnichannel helps to attain the actionable judgment that the CXOs need to formulate their strategic business plan. By auditing quality across multiple channels, businesses can learn from their customer interactions and modify their omnichannel strategies accordingly, leading to better customer assistance and experiences. Allocating resources is much easy if scalability is factored in and planned for new developments.
2. Integrate Physical and Online Experience
Apart from analyzing customer behavior and setting up appropriate triggers, there should be a strong relevance between the companies physical and online presence. Customers today expect easy transitions between physical and online.
Businesses should leverage innovative new technologies to help cohere the gap between the physical and online worlds to deliver uninterrupted and consistent customer experiences.
3. Consistency in Customer Experience
Customer behavior and consistency in the omnichannel space is relatively more complicated as they expect persistent experience across all devices they use to engage with the company. Several influencing factors drive customer paths and expertise across all channels requiring enterprises to develop sound omnichannel strategies.
A consistent, superior experience across all interaction channels provides a great opportunity for companies to build loyalty. It is something that customers not only expect, but they demand it.
4. Get Customer Feedback
Valuable data insight into the customer’s behavioral patterns across all channels will help create an enhanced customer experience. By collecting and analyzing relevant customer data, companies can help them to use the right tools and technology at the right time in their buying cycle. It’s also critical for a business to test out the buying experience they offer through their customer’s eyes.
Social media is one of the strongest influences in today’s business space (both online and physical locations). Consumers today not only seek multiple channels to interact but also value product surveys and feedback on social media platforms. Social media review platforms have a huge impact on brand loyalty and bad/poor feedback could lead to long-lasting negative effects on the brand image. A well planned omnichannel experience strategy will definitely integrate social media and e-commerce in order to ensure success.
6. Personalize Experiences
In an impersonal environment, businesses can maximize their customer reach by personalizing their experiences through their interaction with customers. They can improve their customer reach with marketing messages that’s relevant for them.
Utilize social media channels to encourage customers to share physical experiences with one another. Personalized technology can help create customer experiences that will far surpass less tech-savvy brands.
7. Stimulate In-Store Technology
In-store technology encourages customers to shop while promoting brand reliability. It also enables consumers to interact with products that create unique shopping experiences.
Most consumers want the in-store experience to have more features like they find online –convenience, ease of use and personalization.
According to a report by Cisco, 48 percent of consumers use a smartphone to help them shop while in-store. Customers still like to shop in-store, even after the digital world has taken over, so it makes sense to merge the two together.
Utilize GAVS’ expertise in implementing a well-planned omnichannel strategy that seamlessly accommodate social media and e-commerce in order to ensure business success.