Your customers expect (and deserve) more than just ‘good’ customer service. If you want to keep up with the competition, you need to offer your customers an exceptional experience- and that calls for a fantastic omni-channel strategy.
So, what’s the difference between multi-channel support and omni-channel support, and why’s it so important? Let’s break it down…
A communication channel used by a business to interact with the end-users in its care.
A multi-channel customer support strategy ensures that your customers have multiple support channels available to them and their needs (i.e. Social Media, Calls, In-store/In-office, Email, Live Chat etc.)
An omni-channel customer support strategy integrates all of the above support channels for a seamless customer experience. All customer touch-points and channels are working together and in constant communication with one another.
A 2014 study by Aberdeen group found that companies with well-defined omni-channel customer experience management (CEM) strategies achieved a 91% higher year-over-year increase in customer retention rate on average, compared to organisations without. These organisations also averaged a 3.4% increase in customer lifetime value, while those without omni-channel programmes actually saw a decrease in customer lifetime value by 0.7% year-over-year.
Multi-channel is now a necessity, whereas omni-channel is what really sets your brand apart.
In Omni-Channel Retailing, Tommy Walker offers what is easily the most expansive summary:
“Omni-channel as a philosophy is about providing consistent, yet unique and contextual brand experiences across multiple customer-aware touchpoints, including brick and mortar, marketplaces, web, mobile and social.”
“It’s about allowing consumers to purchase wherever they are while communicating in a way that is in tune with why they use a given channel and showing awareness of their individual stage in the customer lifecycle.”
Think you need some help with your omni-channel strategy? Just get in touch to find out how we can help…