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The key to creating a successful omnichannel customer service strategy is to continually focus on one keyword in that phrase — customer. Far too often, customer experience strategies are made up of technology and process pieces that are stitched together — or not — to provide customers the ability to connect with a company. They’re not necessarily designed with the customer in mind.
These environments generate extra effort and frustration for both customers and employees. It not only affects business results in soft metrics like satisfaction scores, but also affects the bottom line in operational cost and revenue generation.
Customer experience is the new battleground for business. For example, in the Northridge Group State of Customer Service Experience 2019 report, 72% of consumers say they’re likely to switch to a competitive brand after just one bad experience. There are some essential steps to creating an omnichannel technology strategy that enables your business to outperform your competition and increase the bottom line.
First, let’s discuss what omnichannel really means. What it doesn’t mean is offering customers a bunch of different ways to contact your company. This common multichannel approach creates operational silos and many potential problems, including:
And all of this creates huge costs for the company in effort poor customer satisfaction.
True omnichannel experiences are orchestrated. They’re guided experiences that lead customers to the right resources and tools, at the right moment, to drive outcomes. An omnichannel experience is frictionless journey across many touchpoints that results in an outcome that benefits both the customer and the company.
And the sheet music for this orchestra is the customer journey. Place yourself in your customers’ shoes.
To understand this, ask yourself the following questions:
In this blog series, we’ll discuss many key areas to consider as you establish your omnichannel customer service strategy:
It’s an incredibly exciting time to design your omnichannel strategy — and there are many tools to consider. So many, in fact, that it can be overwhelming.
We understand that creating an omnichannel customer service strategy can feel like an enormous task. All great journeys begin with the first step. We’re here to help you define your direction for when you take that first step to build your omnichannel CX blueprint. And contact us today to learn more.
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