Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate channels for queries and purchases.
Millennials are now the largest working demographic. This massive pool of wage-earning, digital natives, according to Pew Research, not only prefers text messaging, social media and online videos over phone calls for business communications, but they are more likely to give preference to companies that support those channels, even if those businesses aren’t the cheapest. In fact, millennials said they are more likely to renew purchases, join a loyalty program and leave a positive review if a business supports their preferred channels. That’s right: They will buy from digital savvy businesses without competing on price.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/05/15/bridging-the-omnichannel-gap-for-customer-communications/#63171558302b/
In the future, competition for customers won't be won on product or price, but rather on customer experience. Technology will be a key enabler in sharpening your sword for this upcoming battle," says Jannie du Toit, CEO of Comalytics.
In our age of constant connectivity, the buying journey is no longer linear. Instead, digitally savvy customers want to switch across channels, processes and devices. This is certainly true in the retail world, where companies with a sound omni-channel strategy dominate.
https://www.itweb.co.za/content/DZQ587VJ1Vr7zXy2/
In a constantly connected and mobile society, providing an omnichannel customer service has become indispensable for brands looking to connect with busy customers
A phone conversation is no longer the only means for customer interaction; customers today communicate via SMS, email, social media platforms, live chat and more. Nearly 50% of customers find themselves crossing back and forth between digital and physical interactions, even in a single conversation. The omnichannel trend reflects consumers’ desire for greater choice and personalisation: they can select the mode of communication which best suits them, use their own devices and access information at any time of day.
https://www.technative.io/delivering-a-superior-omnichannel-experience-for-your-customers/
Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
https://www.nearshoreamericas.com/are-you-sure-your-customers-are-getting-an-omnichannel-experience/
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.” The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
Early reports indicate that more than $1.6 trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. What’s more: since 2010, Accenture data shows the switching economy has increased more than 29%—and only 11% of U.S. customers strongly agree that companies are effectively converging their omnichannel experiences. So, what’s driving the switching economy? And how can businesses win back customer loyalty?
https://www.business2community.com/strategy/acing-omnichannel-support-in-saas-02098386/
Several major market changes have made waves throughout the retail industry in just the past few years. The proliferation of mobile devices, Amazon’s meteoric rise to the top of e-commerce, and the emergence of omnichannel strategies have all fundamentally changed how retailers compete.
Shoppers today expect browsing and purchasing to be consistent and seamless, no matter where their experiences take place. Omnichannel, especially, has transformed retail and improved what consumers consider to be a quality user experience.
While building an effective omnichannel strategy is not easy, retailers can avoid mistakes and create best-in-class omnichannel experiences by following these five lessons:
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=126962/
It’s essential CX practice today to offer customers a range of channels through which they can interact with you. But adding new channels is only half the battle. It’s the CX team’s responsibility to coordinate them, too. At the B2B technology company for which I work, we call it connected listening.
For many companies, adding channels means adding silos to an already siloed organization. Lack of coordination across those channels can defeat the purpose and cause frustration for customers, who don’t care that your call center and web experience team operate separately from one another, or that your mobile app development team rarely communicates with your store or branch network.
CX organizations are uniquely positioned and skilled to ensure that organizations are offering customers great omni-channel experiences. Here are some guidelines to make the most of the omni-channel boom.
http://customerthink.com/connected-listening-3-tips-to-meet-the-cx-challenges-of-omni-channel-communication/
“We want to give our customers all the tools they need to reach their goals on our online platforms. Be it from tracking their orders to ordering their preferred sneakers, their expectations need to be met online. Therefore we’re focusing heavily on providing self-service and online assistance when and where our customers need it. The customer should have multiple options to find answers to what they’re looking for.”
https://mopinion.com/customer-success-story-de-bijenkorf/
Every consumer is unique, each with their own sets of needs and expectations. With every interaction with your brand, consumers will have many different options for how they can go about taking the next step in their customer journey. Not to mention, these options will also often depend on how well – or how poorly – their last brand interaction went.
For a Customer Experience professional, it can be very valuable to be able to pinpoint what types of experiences lead to specific paths along the customer journey, especially costly ones. These insights can guide them to make more customer-centric decisions when trying to design positive experiences that will better lead consumers down more desirable paths.
Collecting the “Next Steps” metric as part of a CX program can help you do this.
http://customerthink.com/cx-metrics-series-next-steps/
Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
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