Omnichannel Customer Engagement Strategy For Your Enterprise

Working for omni channel customer engagement satisfaction is basically working for your happiness that matters

Customer experience has shifted dramatically in today’s times. Throwback to times twenty-years ago, customers interacted with brands through only a handful of channels – billboards, tv commercials, physical stores and lastly a call-center for service issues. Then came digital communication technologies like the internet, email, and social media which upped the game. 

Ask a customer today how they interact, and you shall have dozens of channels not only for communication but even for product research, purchase, and questions in what is truly a omni-channel customer engagement platform environment seamlessly weaving the digital and physical worlds.

Engaging an omnichannel customer engagement strategy for your enterprise

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While deploying an omnichannel customer engagement strategy for your enterprise make sure business processes and technology infrastructure is planned. Customer retention routines must be organically developed time-to-time, with new point solutions added routinely.

Food for thoughts! An average organization uses anywhere from 6 to 20 distinct point solutions on a regular basis and for an omnichannel strategy to work, customer data must be integrated from their disconnected point solutions into a central location. Why? Because this central portal can be a customer data platform which needs to be able to integrate structured, unstructured, and semi-structured data that is moving as batches that must be streamlined to a single view of each customer.

To deploy a centralized point of control for data and campaign orchestration, share common business goals and targets across functional lines working as an omnichannel engagement platform. This way, marketing teams dedicated to channels like email, social media, or the website, customer service work with common marketing goals with consumers.

Always remember, breaking barriers and metrics for omnichannel customer engagement strategy develops incentivizes cooperation in which information-sharing via a central portal of data control for analytics is important and necessary. Enterprises must develop and maintain cross-functional teams to solely focus on customer relationships as a singular entity.

An omni-channel customer engagement platform is a far more profitable approach in the long run reason being – an omnichannel shoppers have a 30% higher lifetime value compared to single channel shoppers. Companies with a strong omnichannel customer engagement strategy have 89% customer retention rating versus 33% for companies with weak omnichannel customer engagement.

Unifying customer data across channels into a coherent omnichannel strategy allows brands to deliver the personalized interactions consumers expect.

Some benefits of the omnichannel customer engagement

  • Serve customers where they are
  • Gather better customer insights
  • Enhances the overall experience with your enterprise
  • You can engage customers in real-time
  • Improves customer service quality
  • Increases brand loyalty towards brand

Concluding thoughts

Omnichannel is the future! Consumers/customers wish to engage with your business on their own terms. So, deliver individualized interactions across channels and meeting customer expectations brings-in retainership and loyalty in the long term.

Every forward-thinking brand will need to embrace this approach if they want to create customer satisfaction, generate more conversions, and increase their revenue. Talisma solutions enable organizations to deliver exceptional customer experience on a global scale across engagement channels and interactions. Serving a variety of industries through its wide range of vertical specific solutions and a combination of advisory/consulting and support services is the key.

2024-04-11T14:03:54+05:30June 7th, 2022|

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