Since the last decade engaging the customer has taken a paradigm shift from Offline to Online Marketing through varied channels. Consumer behavior has been deeply studied and strategies have been made around that only. Although, in the last 2-3 years every industry has gone with digital execution for better market penetration and different revenue models have been implemented. All this is not possible without understanding the customer overall experience through different touchpoints.
The 5 ways by which Customer Experience is improved through Omnichannel mode can be discussed under the following head mentioned below
1. EDUCATE
This has been the foremost area wherein every company which executes or follows the right steps in educating their customers, eventually excels in bringing more revenue and impressions. Educating customers to bring immediate, personal, and human responses through mentions of the company which is being pitched to the customers.
2. INVEST & BEING HUMAN
Before investing in the customer strategies, invest in your people to be trained on new tools and methods to empathize & support a customer with the right information-feedbacks. Compassion and Showing the right direction of the company bring the best from inside of the people with clarity about their future interests. This eventually brings better customer support and responses as grounded and energized people in the company bring revenue effectiveness that comes through the least attrition. Also, the social care team of the company must be real, engaging, and witty.
3.ENGAGE
Engagement defines the social proactiveness of the people in the company that directly influence the customer behavior towards the company, products & its people. The strategy needs to be made to identify and deploy the OMNICHANNEL and later categorize the most effective channels wherein customers engage more. These days mobile is most time spending place of any customer. Hence the channels wherein understanding customers touchpoints are more closely monitored and tailormade recommendations are set for every buyer for him/her to have a special feel. Gender, Age, and Community groups should be included while engaging and giving customers the best experience on the products & services.
4.INTEGRATE & ANALYSE
Customer stories cannot be completed until data acquired vide multiple channels are analyzed and the very reason data analysis gives company to give thoughtfulness onto how products & services can be improved upon to give existing customers a better experience and help out in engaging more new customers primarily through feedbacks, reference & sharing winning stories.
5. ADVANCE PLAN
Crisis management helps any company to plan its future strategies and product/service improvement exercises. Defining an advance plan not merely depends on the winning stories but more on the stitches made at the time when the customer was unhappy with the product/service. Any future recommendations or improvement in product/service lot depends on how well customers were understood, how they were addressed when they needed support, and eventually how feedback/suggestions were evaluated
Social media strategies have been transformed the customer’s overall buying experience but this has given thing edge to the customer to lose engagement with few negative comments if they go unaddressed so any channel used to give a customer a WOW moment requires compassion, tools educated and prompt action taking the team. Listening and acknowledging the comments from the customers both internal and external brings the most effective OMNICHANNEL Experience
AUTHOR
Hemant Kohli
Very good information for growing up sales marketing.