Customers reach out to organizations and businesses in a variety of ways today, including text, web, mobile, social media, email, and phone. Businesses that provide customer service on all of these channels in an integrated way, rather than in silos, deliver the consistent experience consumers crave. Multi-channel retail experiences simply imply the use of multiple channels when delivering customer experience. Omni-channel experiences, especially in retail, offer seamless consistency across channels.
Creating that story, the one in which your customers feel important and well taken care of is going to take a lot of work. Today, it’s not enough to have great phone support but limited email resources. Likewise, having on site-support in the form of a self-service widget is great, but if your social media channels are unable to provide the correct level of support, you’ll hear about it from your customers – and it won’t be pretty.
How not to confuse Customer Centric and Customer Focused Approaches If you’re involved in customer relationship management and the culture of customer experience, then you’re probably familiar with many of the various approaches and philosophies of how a business could or should interact with its customers. The lines between many of these approaches are blurred […]
Guess what top companies worldwide all have in common? Whether they’re service, manufacturing, or merchandising businesses, the most important shared element between them – a customer-centric model. As companies transition from product-oriented to customer oriented, this process entails complete organizational planning and a long-term commitment to consistency. The payoffs, which equal profits, often include one […]
It’s easy to talk the customer-centric talk and walk the customer-centric walk but in today’s transparency obsessed marketplace, it’s going to take a lot more than that to convince your customers that you are in it for them. Your customers today are savvy and connected – and they know the difference between genuine commitment and hopping on a bandwagon.