Today, consumers want to contact brands on their favorite channel. Seamless customer journey is a key differentiator for brands to be competitive. And yet, research findings show 56.6% businesses still can’t be contacted by social media. Here is a press review for you to understand how an omnichannel strategy can help brands reach seamless customer journey and why it’s important for them. Enjoy the read :-)
Today, we live in an Omni-channel world where we often flip channels to complete a single transaction. We research a purchase on the internet, check social media for peer reviews or friend’s suggestions, ‘showroom’ the products in retail stores, then complete a purchase online or in store and then in case of issues, contact service provider with whatever channel possible.
A study by IDC research reveals that customers who buy in store and from an e-commerce site have a 30 percent higher customer lifetime value than those who buy in one channel. E-commerce sellers can capitalize on this potential value by giving customers the option to buy in person, even if only on a temporary basis.
A study released this week by Kitewheel found a declining focus on social media interactions as organizations move toward an omni-channel approach to the customer journey.
In this world, a unified, single-view of customer intelligence is a must. Yet, the research findings show 56.6% businesses still can’t be contacted by social media, only 12.9% businesses offer a customer history and service record in mobile apps, and 76.3% businesses’ existing CRM systems can’t track customers’ social media interaction.
Native mobile apps have opened up a world of opportunity, both for consumers and retailers. They convert 200-300% higher than mobile sites, which means in addition to establishing more engagement with shoppers, brands can generate significant lift in revenue by closing the conversion gap. Mobile apps are also a great way to acquire new users who are mobile first and start their discovery with app stores.