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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!

Nike, Amazon, and Netflix are iconic brands and many businesses are working to create their own brand that is instantly recognizable to potential customers. Are you one of those businesses that is working to build a brand? A viable strategy can help you achieve those goals and it is important to know how to create a brand strategy that will create a memorable customer experience that helps drive business success.

Step-by-Step Process to Build a Brand Strategy

Building a brand identity is critical. It’s what differentiates you in a competitive market and helps build trust and loyalty. Consistent branding across all platforms can significantly increase revenue, with some studies suggesting a boost of 10% - 23%. In addition - an incredible 81% of consumers indicate that they need to trust a brand to consider buying from it. Creating a comprehensive brand strategy involves several important steps:

1.Define Your Brand Goals and Identity

The first step is to clearly define your business mission. What are the core values that drive your company? What is the unique personality you want for your brand? These are the questions you need to ask and answer when you start to build your brand.

2. Identify Your Target Audience

What is the target audience for your brand? Take a moment to determine who you are trying to reach with your products or services - determine their demographics, psychographics, needs, challenges, and where they spend their time. Understanding your target audience will help inform what you want your brand to be.

3. Research Your Target Audience

You need to go beyond basic audience identification and conduct market research for your target audience. Use surveys, and interviews to gain a deeper understanding into your audience's motivations, preferences, and pain points.

4. Perform a Competitive Analysis

Who are you competing with in your industry and your local area? Analyze your competitors to understand their branding, strengths, weaknesses, and position in the market. This data will help you identify opportunities and areas where you can set your brand apart from competitors. 

5. Develop Your Brand and Brand Guidelines

Create your core brand messaging, define your brand voice, and create a visual identity with a logo, color palette, and print. Document these in comprehensive brand guidelines to ensure consistency across all platforms and into the future. This will also provide easily accessible guidelines for third-party content providers and website platforms.

6. Create a Marketing Strategy for Your Brand

It is important to outline how you will communicate your brand message and value to your target audience across multiple channels. This strategy should incorporate comprehensive customer experience management to ensure every touchpoint reinforces your brand identity and builds positive momentum for your brand.

7. Monitor Your Brand Strategy and Results

Businesses should continuously track brand awareness, perception, customer sentiment, and how your strategy impacts your business goals. Customer experience management tools — like those provided by boostCX - can be used to effectively collect and analyze customer feedback, providing important customer data that can be used to refine and optimize your business operations.

‍READ MORE: How To Find the Right Customer Experience Management Software

Creating a brand strategy is an important first step in building a successful business. It's about defining who you are as a business, who you serve, and how you want to be viewed - then consistently delivering on that message. While there is no single best approach that fits every business, a strategy built on understanding your customers, creating value, and delivering memorable customer experiences.

Are you ready to align your customer experience management and build your brand? Contact boostCX today about customer experience management strategies that will help build your brand!

Key Performance Indicators (KPIs) are a great way to measure the success of your business and determine where you can improve the customer experience for your ecommerce business. Metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Lifetime Value (CLTV), and more can tell you a lot about your business and your customers. Here is a better look at the most important customer experience KPIs in the ecommerce industry that you can track to help drive success. 

Top 5 Most Important Customer Experience KPIs in Ecommerce

Customer feedback provides insight into how customers view your business, and KPIs provide metrics that paint a full picture of your business's health. For any business - tracking performance is critical - but in the world of online retail, these metrics are even more critical for navigating shopper expectations and updating digital strategies. Additional focus on the right customer experience KPIs allows ecommerce companies to better understand what is happening with their business and how to make targeted improvements.

Here are five of the most important customer experience KPIs for the ecommerce industry:

1. Net Promoter Score (NPS)

Net Promoter Score (NPS) measures customer loyalty and their willingness to recommend your brand by asking - How likely are you to recommend [Your ecommerce business] to a friend or peer on a scale of 0-10? A high NPS is important for ecommerce and indicates strong brand advocacy and potential for organic growth via word-of-mouth marketing, which is extremely valuable in a competitive online market.

‍NPS = Percentage of Promoters - Percentage of Detractors

2. Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) measures customer satisfaction with a specific touchpoint, product, or service, with customer survey questions like - How satisfied were you with your recent [checkout process/support interaction/product]? For online retailers, this KPI provides immediate feedback on critical customer touchpoints. For example, a low CSAT after a customer support chat can highlight areas for improvement or where additional training may be needed.

‍CSAT = (Number of satisfied responses / Total number of responses) x 100

3. Customer Retention Rate (CRR)

Customer Retention Rate (CRR) measures the percentage of customers your business retains over a specific period of time. In the ecommerce industry, where finding and acquiring new customers can cost more money, a high CRR is essential as it signifies that shoppers are happy with their experience and your products or services, leading to repeat purchases and long-term growth.

‍CRR = [(Number of customers at end of period - Number of new customers acquired during period) / Number of customers at start of period] x 100

4. Conversion Rate

This important KPI tracks the percentage of website visitors who complete a desired action — which is making a purchase in most cases. For an online store, the conversion rate is a direct measure of how effectively your website design, product pages, marketing efforts, and checkout process turn browsers into paying customers, and may be one of the most important KPIs to track.

‍Conversion Rate = (Number of conversions / Total number of website visitors or sessions) x 100

5. Customer Lifetime Value (CLV)

Customer Lifetime Value (CLV) is a metric that predicts the total net profit your business can expect from the average customer throughout their entire relationship with your brand. Knowing your CLV helps ecommerce businesses understand the long-term worth of each customer and can provide data that helps guide strategic decisions on marketing, customer acquisition costs, and the value of customer retention programs.

‍CLV = (Average Purchase Value x Average Purchase Frequency) x Average Customer Lifespan

‍READ MORE: Best KPIs to Measure Customer Experience ROI

Actively analyzing the most important customer experience KPIs in the ecommerce industry is key for online retailers that hope to build long-term success. These metrics provide a clear view into what your shoppers enjoy and where there may be issues, enabling you to make data-driven changes that enhance satisfaction, build loyalty, and optimize the entire digital customer journey. 

‍Contact boostCX today for a demo of our customer experience management platform!

In a modern economy that continues to grow more and more complex, it is increasingly more important to understand your customer's experience from their perspective. A customer journey map is a powerful visual tool that tells the story of your customer's experience with your brand - from initial awareness to post-purchase engagement and loyalty. Learning about the best practices for customer journey mapping is a vital step for any business, no matter what industry you are in, that helps to identify pain points, uncover opportunities, and deliver more satisfying and effective customer experiences.

Guide to Creating a Customer Journey Map

Customer journey mapping is critical. It helps businesses see the world through their customers' eyes. This viewpoint is essential for optimizing interactions and building stronger relationships with your customers. Data suggests that companies that successfully implement customer journey mapping can see significant benefits that may include an increase in sales and marketing ROI, up to 56% higher cross-sell revenue for ecommerce businesses, up to 50% higher customer retention rates, and a 15% - 20% reduction in customer service costs.

Understanding the customer journey within your specific industry is key, as it allows you to tailor experiences to your customers that resonate with them and address unique challenges. The process of mapping requires a strategic approach and adherence to best practices to yield actionable data.

Here are key best practices for effective customer journey mapping:

1. Define Clear Objectives for the Map

Before you begin, establish specific goals for your customer journey map. Are you trying to understand drop-off points in your sales funnel, improve the onboarding process, or identify gaps in service? Clearly defining what you want to achieve with customer journey mapping will ensure your map is focused and provides actionable data that is relevant to your business.

2. Develop Data-Driven Customer Personas

Base your customer journey map on realistic customer personas that are developed with qualitative and quantitative research data. Customer personas represent key customer characteristics and behaviors of your target audience. Avoid making assumptions about your customers and use website analytics, customer surveys, interviews, support logs, and feedback from customer-facing employees to create detailed profiles of your typical customers, to better understand their goals, motivations, and pain points.

3. Identify Customer Touchpoints and Emotions

When you create your map, list every interaction a customer has with your brand - both direct and indirect. Document the customer's actions, thoughts, feelings - both positive and negative - at every customer touchpoint, and identify specific pain points or moments of delight to better understand the customer experience in your industry and with your business.

4. Build a Cross-Functional Team

Creating an effective customer journey map should not be specific to one department of your business. Involve team members from multiple departments such as marketing, sales, customer service, product development, and even IT. This collaborative approach creates a shared understanding of the customer experience across the organization, ensures multiple perspectives are considered, and helps break down internal silos.

5. Use the Map to Drive Action and Iterate

A customer journey map is more than just a document or a strategy - it's a tool for change. Use the data gained to identify specific areas for improvement, prioritize actions, and implement changes that will enhance the customer experience. Customer journeys are always evolving, so treat your customer journey map as a living document, regularly reviewing and updating it based on new data, customer feedback, and changes in your industry.

READ MORE: Top 5 Challenges in Customer Experience Management

Learning about the best practices for customer journey mapping is an exercise that places the customer at the heart of your strategy. By visualizing the paths your customers take, understanding their emotions and pain points at each step, and collaborating with other teams to implement improvements, businesses can improve satisfaction, build stronger loyalty, and achieve better results.

Contact boostCX today for a demo of our customer experience management platform!