If you’re looking to transform how your company markets, sells, and services customers, you’re probably familiar with the concept of omni-channel, an approach that seeks to give customers a seamless shopping experience whether online, over the phone, or in person.Interactions with your business or brand are constantly becoming more complex and dynamic.
Today’s customers have multiple devices, ones they personally own as well as ones provided by companies. Usage can be almost simultaneous, spanning laptops, tablets, smartphones, and even wearables. It’s important to provide a consistent experience, no matter where customers are interacting with your brand.
Here are the top four ways a seamless user experience will drive revenue:
1. Differentiate yourself
World-class agility in leveraging robust data to deliver seamless omni-channel experiences is truly differentiating, and it has the potential to take your business to a whole new level. Omni-channel strategies provide one of the few compelling paths for expanding customer satisfaction, market share, revenues, and profits all at the same time.
2. Shorten sales cycles
If a potential customer needs information about your products, there’s no telling where they’ll go to get it. They might try to call one of your sales reps, visit your website, or look for online reviews. It’s important to quickly deliver information, no matter the channel. The last thing you’d want is an excited prospect getting frustrated by poor response times or incomplete information on a website. An effective omni-channel strategy removes friction from the process and accelerates sales cycles.
3. Expand market reach
Emerging digital channels boast broader reach at a lower price point than traditional ways of doing business. For example, a public-facing website is a much cheaper touchpoint than a tenured professional sales executive in the field. Using both channels simultaneously lowers your cost-to-serve. Your omni-channel strategy can also enable partners to effectively promote and sell your products by guiding them on products and pricing, exerting a fantastic multiplier effect.
4. Boost customer loyalty
Great experiences serve as the foundation for brand recognition and promotion by word of mouth. Sticky business relationships offer more predictable revenues with lower selling costs. In fact, research shows that companies with a well-defined omni-channel experience enjoy 91% higher customer retention rates than average.Omni-channel is a big concept that will have a big impact on how business is done over the next three to five years.
It will take much planning and effort, which is one reason it’s important to start working on your omni-channel strategy today. Data will prove key to success for online, in-person, brick and mortar, mobile and partner channels, and data-driven actions will lead to the desired seamless experiences.
Investing in an effective omni-channel strategy encourages greater customer satisfaction, brand loyalty and ultimately drives revenue. Ready to learn more about how to elevate your user experience? Download our free eBook now!