top of page
Texting_edited.jpg

CREATING A SEAMLESS, OMNICHANNEL JOURNEY

October 2023

An increasing body of research underscores the tangible benefits companies can realize by cultivating seamless customer journeys across channels. According to an Epsilon study, 80% of consumers are more likely to make a purchase when brands offer personalized experiences tailored to their needs and preferences. 

 

Implementing an omnichannel strategy that synchronizes messaging, strengthens customer data infrastructure, and presents a unified brands aesthetic at each touchpoint can drive significant competitive advantages. 

 

 

According to an Aberdeen Group analysis, companies leveraging robust omnichannel engagement retain on average 89% of their customers, compared to just 33% retention among brands with weak omnichannel approaches. This massive difference highlights the potency of a unified omnichannel strategy when it comes to customer loyalty and retention. 

 

This variance also highlights a common challenge brands face when attempting to unify that customer experience.

Catherine Iger, VP, Experient Group explains, “Many brands struggle with a siloed view of their customer, which can make it difficult to create a consistent cross-channel experience. For example, the marketing department may segment the customer in one way based on their data sets, whereas the product development department relies on different personas and understands the customer through their specific lens. Meanwhile, the customer service department relies on their data and customer knowledge to drive their engagements. When brands try to create an omnichannel experience using data that defines the customer differently at each touch point, the customer’s experience is also different throughout their journey.” 

 

 

 

Heightened customer satisfaction also flows from optimized cross-channel experiences. A Salesforce study found 75% of customers expect understanding and consistency from companies across all interactions. Meeting these expectations boosts satisfaction levels and advocacy. 

 

Further research by the Harvard Business Review reveals that customers enjoying the most positive experiences spend 140% more than those exposed to poor experiences. This indicates the ability for human-centered omnichannel strategies to increase customer lifetime value. 

 

Iger expands on this, “To overcome this siloed an incomplete view of the customer, you must begin with the human experience. It is imperative to synthesize all data points into a single customer, while still understanding the implications of the data by channel and engagement.” 

In today’s experience-driven marketplace, a siloed, channel-specific approach simply will not do. To remain competitive and maximize critical KPIs like customer retention and lifetime value, brands must embrace seamless omnichannel strategies rooted in personalization and human to human engagement. By consistently meeting customers on their terms, companies can cultivate the types of memorable and sticky brand experiences that drive growth.

Image by JESHOOTS.COM
Girl with Shopping Bags

YOU MAY ALSO LIKE

Texting

Creating a Seamless, Omnichannel Journey

Clothes Donation_edited.jpg

Scaling Personalization in Retail

Happy Shopper_edited_edited_edited.jpg

Building Relationships in the Age of AI

thom-bradley-mwa_nzFpnJw-unsplash_edited.png

NEED HELP ADJUSTING YOUR OWN CUSTOMER EXPERIENCE STRATEGY TO KEEP UP?

Reach out to our team to set up a time to chat!

bottom of page