Banks and Credit Unions, Business Process Improvement, Customer Experience and Engagement, How-to Guides
How to Create a Seamless Customer Experience Using Omnichannel?
on September 29, 2015
Omnichannel Strategies for your Customer Experience
Customer experience marketing ensures that current or potential customers enjoy the same experience no matter how or where they encounter a particular company. Whether it’s sales, maintenance, management, or other departments and personnel for virtually any reason.
It is important to ensure a customer enjoys the same positive experience throughout. The idea is to make customers satisfied with their experience so they will become loyal returning customers. These loyal returning customers then spread the word to others. Omnichannel means is reaching your customers across multiple communication channels while still maintaining brand consistency and the same customer experience no matter the channel.
6 Factors of an Effective Customer Experience Marketing Campaign
Factor #1: Omnichannel Marketing Satisfaction is Important
When a customer interacts with a brand, there are many potential ways in which this is accomplished. A customer can receive a message on products and services, in person, online, and via a mobile device. There are so many opportunities to capitalize on customer experience.
It is extremely important to share the same message across all channels to ensure complete satisfaction. Traditionally each communication channel operates separately and independently. However, Omnichannel communication, also known as multi-channel marketing combines them to ensure a unified and consistent experience that is positive for the customer.
Factor #2: Poor Customer Interactions Can Cost You Customers
A poor experience can be very difficult to overcome. A poor first impression can have a long-lasting negative impact. Studies show it takes a dozen positive experiences for a customer to get over one bad experience. Whether it is a product, brand, service provider, or other entity.
As a result, a bad experience can be costly and almost impossible for many businesses to overcome. When utilizing customer experience marketing, marketers can work with their staff to ensure message continuity and consistency across all departments. A cohesive message helps to ensure a positive customer experience across all channels.
Factor #3: Customer Experience Marketing Influences Branding and Loyalty
Customer experience marketing greatly complements branding efforts by generating positive effects on customers. A brand image is what a consumer thinks of a product, its maker, or both. Because of this, having a repeated positive omnichannel experience with them ultimately results in a more positive brand image. It is important to provide a consistently positive experience for your customers. When each step of the customer experience process is carefully considered, loyal repeat customers are born.
Factor #4: Personalized Marketing Services
Adding a personalized touch is a great tool for experiential marketing. Adding a little bit of personalized and data-driven messaging and creates a sense of warmth and intimacy with customers. It’s possible to personalize bank statements and other documents across mass marketing campaigns to create a more personal and positive experience for the customer.
These documents can be made with the help of FSSI Solutions, such as messageStreamOne™. This powerful communication tool ensures that its recipients across all formats will enjoy the same effective messaging and positive experience. FSSI’s solutions aim to positively influence brand perception and demonstrate institutional efficiency.
Factor #5: Positive Experiences Build Loyalty
A person who buys a new car will encounter multiple departments throughout the life of that transaction. When all departments provide the same consistent user experience, customers are much more likely to return to the dealership. Offering a great customer experience can ensure that the customer returns, for a second purchase or transaction. All of that is possible when you make a user’s purchasing experience across all departments a priority.
Factor # 6: Consistency is Key
Online and mobile marketing are driving more consumers to seek digital information and services. Ensuring consistently positive experiences across all channels and devices is easier when one uses outsourced cross-media marketing services. FSSI’s Marketing Services combined with new data technology ensure consistent performance and a positive customer experience across all channels. Omnichannel marketing efficiency and consistency reflect well on businesses and other entities while also furthering the effectiveness of variable data personalization.
Conclusion
Making sure that your customers have the same experience and interaction is invaluable to your company. Take these tips and factors into consideration when playing out your customer experience marketing campaigns. A few simple changes can yield huge rewards when done correctly. At the same time, a few small mistakes can do a great deal of damage. Be sure to consider every step of the customer journey.
