5 Ways to Improve Omnichannel Customer Experience
67% of customers discontinue engaging with brands due to poor customer experience. An omnichannel customer experience can fix this.
According to Jeff Puritt, TELUS’s CEO, “It helps businesses build a human connection upon which to build and sustain meaningful, long-term relationships with customers.”
So what’s the omnichannel marketing experience and how can you improve it?
What’s an omnichannel customer experience?
An omnichannel customer experience is creating an integrated marketing strategy to give customers a unified experience across multiple digital and offline channels — website, mobile app, social media, SMS, phone calls, and physical store.
It entails delivering consistent services so customers can begin their journey on one channel and continue on other channels while experiencing the same quality of service.
For context, Emma clicks on your ad, lands on your website, and decides to speak to a customer service rep to get more info about an offering. She then visits your store to explore your products.
Here, Emma engages with your brand using four touchpoints. This seamless interaction can lead to higher customer retention.
