Ensure a consistent, first-class customer experience regardless of the service channel
The importance of the customer experience is undeniable, in both digital services and physical encounters. A delightful experience is remembered and shared, thereby increasing customer loyalty, brand reputation and sales.
A one-off great experience can be just fortunate, but repeatedly pleasant and personable experiences require determined work from the company: a customer-centric attitude and a data-driven approach.
A uniform multi-channel customer experience becomes possible when data is collected from every channel and used to form a full picture of each customer.
All customer interactions should be saved in a shared database, where fragmented data is compiled into relevant customer information. This information should then be made available for customer services, sales and marketing to utilise whenever serving and communicating with customers or planning and developing operations.