Omnichannel customer experiences ensure that your customers have a flawless and consistent experience no matter where they interact with your business, whether it is in person, online, by phone, or by mobile app. Businesses who are unfamiliar with omnichannel strategies may be asking, why use omnichannel customer experience management strategies? We are here to help answer your questions about customer experience management at boostCX.
Top 5 Reasons to Use Omnichannel Customer Experience Strategies
The omnichannel customer experience is a multi-channel approach that provides the customer with a consistent and integrated experience at every touchpoint, ensuring that context and conversation history follow them as they interact with your business. Whether it's an automotive dealership helping a customer with online research, scheduling an in-person test drive, or providing post-purchase service reminders via an app, or a retail brand allowing a shopper to browse on their phone, purchase online, and return an item in-store with consistent support, omnichannel strategies are universal and effective.
Investing in an omnichannel strategy offers significant advantages:
1. Consistent Customer Experience
Omnichannel strategies ensure your brand's voice, information, and service quality are consistent across all customer touchpoints, to build trust and reliability with your business. For example - a retail customer who asks a product question via website chat can later call customer service, and the phone agent can seamlessly pick up where they left off in the conversation with an accurate chat history. Companies with strong omnichannel customer engagement strategies retain an average of 89% of their customers, versus 33% for those with weaker strategies.
2. Improved Personalization
Personalization of the customer experience is key to success in many industries as 80% of consumers are more likely to purchase when they have a personalized experience. By integrating data from multiple channels into a comprehensive customer profile, businesses gain a complete view of individual preferences and behaviors, allowing them to be more effective in personalizing experiences. Automotive dealerships, for example, can combine a customer's online vehicle configuration choices with past service records to offer a relevant maintenance packages or personalized offers.
3. Improved Engagement with Customers
Meeting customers on the channels they prefer and where they are most active and maintaining a continuous, consistent conversation makes interactions more effective and enhances engagement. Imagine a travel agency sending a flight delay notification via SMS and including a link to rebook the flight directly, with phone agents aware of the situation if the customer chooses to call. This is convenient for customers and powerful for marketing teams using multiple channels to create higher order rates.
4. Improved Data and Analytics of the Customer Experience
Data and analytics are key to the success of many businesses and an omnichannel strategy breaks down data silos and consolidates customer information from all touchpoints into a single, comprehensive view. This promotes more relevant analytics about the customer journey, behavioral patterns, and friction points. For example - a supermarket chain can analyze data from online orders, loyalty program purchases, mobile app interactions, and customer service calls to identify popular products or better understand where customer service can be improved across the entire shopping experience.
5. Improved Customer Experience KPIs
The combined benefits of consistent, personalized, and enhanced engagement through omnichannel strategies leads to better performance on key customer experience KPIs. Businesses that effectively implement omnichannel engagement see an average 9.5% year-over-year increase in annual revenue, compared to just 3.4% for companies with weaker, more limited strategies. This indicates a positive impact on reducing customer churn and improving overall customer loyalty metrics.
READ MORE: What Is an Integrated Customer Experience Model?
In the modern economy, customers dictate how and when they interact with your business and understanding why you should use omnichannel customer experience management strategies is almost a requirement for success. It is all about creating a unified, consistent, and customer-focused experience that meets expectations, builds stronger relationships, and drives long-term growth for any business.
Contact boostCX for a demo of our customer experience management platform!
