In order to be a high-performing business and achieve financial and nonfinancial business growth, you have got to put your customers at the heart of every decision you make towards your business. This is because your customers are the lifeblood of your business, and providing a customer experience that promotes customer satisfaction is the best way to ensure business growth. One proven way to achieve an outstanding customer journey is by implementing Omnichannel Customer Experience.
In this article, I will show you 2 Effective ways to improve omnichannel customer experience that will greatly improve your customer journey.
What Is Omnichannel Customer Experience
Omnichannel customer experience means providing a seamless experience for your customers, regardless of the channel or device they’ve used to engage with your business. It is ensuring that your multi-channel business is done right and expecting that customers may move from one channel to another as they advance towards a decision.
5 Ways to Improve Omnichannel Customer Experience
Make it so easy for your Customers to Reach you
Being accessible to your customers is a sure way to improve omnichannel customer experience. Easy accessibility is something every business should endeavour to get right.
Although customers expect a level of satisfaction when they do business with you, they also understand that no one is perfect, customers know things can go wrong; delivery can be delayed, parcels can go missing. They just need you to be honest with them and also want to ensure their time and money are not being wasted.
Your relationship with your customers is just about the same as our everyday relationships, it will only become strong with trust and honesty. As a business, you need to make sure you are there when customers reach out to you to make inquiries. If you don’t have
Make sure you are accessible and easily reachable to customers at every stage of their customer journey. Doing this will make them trust you and be loyal to you. Ensure the Contact Information section on your website is very visible and not tucked away in a corner where it’ll be so difficult to find. The minimum information on your contact page should be a valid email address and a reachable phone number. This simple act will give potential customers the assurance they need that if they ever need to contact you, they can.
If you don’t have a frequently asked questions (FAQ) section on your website, create one. It shows you care about your customers, and it will improve your customer journey by addressing the needs of your customers. Having an FAQ section will also reduce the need for your customers to phone your contact center, thereby reducing call volumes since they can self-service using the content-rich FAQ section on your website.
Take Advantage of Social Media Platforms
If you own a business and you don’t have a strong social media presence on social media platforms such as Instagram or Facebook, you are doing your business a disservice. Engaging with your customers on social media can greatly improve omnichannel customer experience.
Social media gives you the opportunity to stay connected with your customer; having an active social media account will give your customers the assurance that they are just one chat away from getting a response from you. Regularly updating your social media feeds and posting engaging Facebook stories will increase your brand awareness and this can lead to more sales and revenue for your business.
Personalise the Experience of your Customers
One thing we have all learned from the Covid pandemic is that we can almost do without brick-and-mortar stores. This means every business needs to have some sort of online presence and also make sure its website is mobile optimised.
A study has shown that most buyers are happy to trade their personal information for personalised discounts and recommendations from their favourite retailers. You can improve your omnichannel customer experience by personalising the experience of every visitor to your website.
You don’t necessarily have to ask for very detailed personal information from your website users. For example, if you manage a clothing business, you can ask new users to your website if they’d like to browse Men, Women, or Children’s clothing. You can then use the answer you get to personalise their experience when on your website.
For customers that have previously purchased an item from your website, you can send personalised items to their emails. This will be great for customers who couldn’t complete a new purchase, probably because they got distracted. A simple email from you might be all the push they need to complete a purchase on your website, consequently generating sales.
Applying these tips to your business is a guaranteed way to improve the Omnichannel Customer Experience of your business.
