Many marketers understand the importance of building a successful omnichannel customer experience strategy. Omnichannel might have started as a buzzword, but in recent years it has become synonymous with growing businesses and customer engagement. The omnichannel customer experience is like a different state of existence, and naturally, it comes with its own unique set of challenges.
Consider just how challenging it would be to create a seamless, personalized customer experience that spans online, offline, and across multiple channels! Below we share four challenges that marketers encounter as they build a successful omnichannel customer experience strategy and how to break through the barriers.
Real-Time Decision Making
Timing is everything, especially when it comes to building a successful omnichannel customer experience strategy. Industry studies share that 64% of customers expect to receive real-time assistance regardless of the channel they use. The challenging part of this expectation is the appropriate response marketers should have and when.
Each channel is different, and customers interact with them differently. An excellent way to gain insight into the customer, their expectations, and the best time to present relevant resources or offers is by incorporating AI and data science into your strategy. The data they collect will help you make prompt decisions and boost your response time and accuracy.
Creating a Consistent Experience
We all understand that to have a successful omnichannel customer experience strategy; you must have a consistent experience. That means, if a customer has an exceptional experience online, they expect to have the same one at a brick-and-mortar location. However, a common challenge amongst businesses, big and small, is executing said experience properly.
A way to overcome this challenge is by taking the time to fully understand your brand’s vision and voice and ensure that the channels you offer are what your customers want. Next, explore how your customers experience each outlet and consider how you can fine-tune each strategy to match your more successful efforts.
Difficulty Processing and Integrating Data
Nowadays, the world has more data than it knows what to do with. It comes from many sources, including the internet, mobile devices, wearables, IoT devices, and inventory locations. The challenge it presents for marketers is how they can integrate this abundance of information efficiently.
A solution here is to use a customer engagement platform to process and identify information. This data falls into categories like individual customer data, customer feedback, competitor data, and inventory details, which can all be used to inform your omnichannel customer experience strategy. With it, customer experience teams can design converting customer journeys and accurately map them out, ensure that the customer’s voice is heard, and engage customers in new and innovative ways.
Unclear Ownership and Strategy
When crafting an omnichannel customer experience strategy, the sales and marketing teams often ensure both sides are aligned and hold each other accountable. The most often overlooked step in this process is designating someone to own the customer experience and strategy.
Overcoming this challenge is somewhat easy. The customer experience teams must assign someone executive-level ownership of the strategy and its trajectory. This ensures a clear goal, vision, and strategy aligning your company’s brand image and customer-centered goals rather than solely focusing on departmental objectives.
Expertly overcoming the challenges of building a successful customer experience strategy requires a lot of dedication, but it can be accomplished. We hope that our breakdown of a few common challenges and their solutions encourages you to reexamine your strategy force for ways that you can make your process better. Doing so can result in customer retention, business growth, and an uptick in revenue.
To further enhance your efforts, consider Factoreal. Our all-in-one customer engagement platform is affordable, easy-to-use, and offers a laundry list of services to benefit your company.