How to Create your Own Omnichannel Customer Experience Strategy
How to Create your Own Omnichannel Customer Experience Strategy
Topics
- Omnichannel customer experience
- Customer journey
- Website adaptation
- Omnichannel customer support
- Post-sale experience
- Physical store inclusion
Video summary
The video discusses the concept of an omnichannel customer experience, which refers to customers being able to interact with a business across multiple channels seamlessly. It gives an example of a customer journey where Wendy clicks on a Facebook ad, chats with an agent, and collects shoes from a store. The video provides six expert tips for creating an omnichannel customer experience: understanding customers, mapping their journey, adapting the website for different screens, implementing omnichannel customer support, continuing the experience post-sale, and including a physical store in the strategy.
Video trancript
[Music]
the omnichannel customer experience what
is it and how can you create one for
your business let's take a look
so first things first what is an
omni-channel customer experience put
simply an omni-channel customer
experience means a customer can interact
with your business across multiple
channels as part of one seamless
customer journey
for example wendy clicks on a facebook
ad for a pair of shoes and is taken to
the company's website his size is not in
stock online so she speaks to an agent
on live chat to see when they'll be back
in stock the agent tells her that her
size is in stock in her nearest store
the agent reserves the shoes and wendy
goes to collect them from the store the
next day
wendy had four different touch points
with the company each touch point was
connected to the next to give her a
seamless journey the perfect example of
an omni-channel customer experience
so now we know what an omni channel
customer experience is let's look at six
expert tips you can implement to build
your own
one creating an omni-channel customer
experience is all about delivering what
your customers want when and how they
want it so the first thing to do is to
find out who your customers are and how
they want to interact with your business
next you need to map your customers
journey from awareness through to
purchase this will allow you to identify
areas where an omnichannel experience
can be implemented such as a live chat
pop-up on web pages where you lose
customers
number three it sounds obvious but you
need to make sure your website adapts to
fit different screen sizes as more and
more internet browsing searches and
purchases are carried out on mobiles not
making your website mobile friendly is
one of the easiest ways to fail at
offering an omni channel customer
experience four implement omnichannel
customer support customer support should
be available through every channel you
are for your customers whether they are
browsing your website social media pages
or mobile app customers should be able
to contact you without leaving that
channel
5. continue the experience post sale
this is where a lot of companies slip up
for example joe buys a pair of shoes
online but they don't fit he goes to his
nearest store to exchange them however
he is told that he can't make an
in-store exchange from an online
purchase which is very annoying to
ensure customer satisfaction the
connection of touchpoints needs to
continue post-sale
finally if you have a physical store
make sure it is included in your
omni-channel strategy a good example of
this is allowing customers to return
online purchases in store and enabling
customers to place online orders in
store if the item is not in stock
so to create your own omni-channel
customer experience you need to
understand your audience map out your
customers journey scale your website to
fit different screens implement customer
support on every channel ensure you
continue the omnichannel experience post
sale and include your physical store in
your strategy thanks for watching
Dig Deeper
The Omni-Channel Customer Experience: What is it and how can you create one for your business
An omni-channel customer experience refers to the ability of a customer to interact with your business across multiple channels in one seamless journey. It allows customers to have a consistent experience, regardless of whether they are engaging with your company through your website, social media pages, mobile app, or physical store.
Here are six expert tips to help you build your own omni-channel customer experience:
1. Understand your audience
The first step in creating an omni-channel customer experience is to know your customers and how they prefer to engage with your business. By understanding their preferences, you can better tailor your channels and touchpoints to meet their needs.
2. Map your customers' journey
From awareness to purchase, mapping your customers' journey allows you to identify areas where an omni-channel experience can be implemented. For example, you can include a live chat pop-up on web pages to prevent customer drop-offs.
3. Adapt your website for different screens
As more people use mobile devices for internet browsing and purchases, it is crucial to make your website mobile-friendly. Failing to do so can result in a poor customer experience and hinder your omni-channel efforts.
4. Implement omni-channel customer support
Customer support should be readily available across all channels. Customers should be able to contact you without having to leave the channel they are currently on, whether it be your website, social media pages, or mobile app.
5. Continue the experience post-sale
Many companies overlook the importance of post-sale touchpoints. It is vital to ensure a seamless experience even after the purchase is made. For example, allowing customers to make in-store exchanges for online purchases or enabling online orders to be placed in-store.
6. Include your physical store in your strategy
If you have a physical store, it should be integrated into your omni-channel strategy. This can include allowing customers to return online purchases in-store or enabling them to place online orders at the store if the item is not in stock.
By following these expert tips, you can create an omni-channel customer experience that delivers what your customers want, when and how they want it. Understanding your audience, mapping their journey, adapting your website, implementing omni-channel support, continuing the experience post-sale, and incorporating your physical store are all essential steps in building a successful omni-channel strategy for your business.
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