Post by account_disabled on Nov 30, 2023 7:12:39 GMT
Design a channel-agnostic experience. Instead of thinking about your mobile experience, your in-store experience and your desktop experience separately, reorient your perspective. Identify what the ideal touchpoints and messages should be, regardless of where a customer reaches out to you. Everything you design should address this simple question: How can you make your consumer’s life as easy as possible?
Break down organizational silos. The best omnichannel experiences have simplicity at their core. Consumers view a TV spot, text an SMS code to conduct an online chat then move seamlessly to an in-store Buy Bulk SMS Service order, with all three channels working in harmony.
In reality, achieving that level of coordination can require moving mountains, especially when different departments vie for control. True omnichannel experiences come from cooperation and collaboration, with data, systems, creative, staff and leadership in alignment. The digital, brand, service and store teams must move beyond arbitrary, in-house boundaries to put the customer experience first.
Get serious about your data. There’s no way around it. It takes rich data to power omnichannel engagement. And just like your leadership structure, your data must integrate beyond organizational boundaries. That means databases and systems that can support a 360-degree view of your customers and share consumer interactions, in near real time, regardless of device or channel.
Put another way, can your consumer request the SMS coupon featured on your TV ad and load up a shopping cart from their smartphone? Will the digital team realize it in time to deliver an online ad or targeted email the next day? And when your buyer returns to their cart to purchase, this time on a laptop, will the brand experience be cohesive.