Many companies send messages via direct mail, email, mobile and social – but that does not make them multichannel. True multichannel means using all channels seamlessly in one platform to create a multithreaded dialogue that matches customers’ behavior across channels.
Customers are empowered – engaging with each other to give opinions on brands, so brands have lost the control of the message. If you want to stay in business, you have to take customer centric strategies seriously. NO CHOICE!
Here I am listing 2 basic requirements for multichannel conversations with the customer:
1. TRUST – the customer must trust that you act in their interest and don’t abuse him or her privacy.
2. CONFIDENT THAT YOU ARE COMPETENT – the customer must believe that you are competent to recognize me when I am online as the same person who’s ID number was in use at the call center yesterday.
3 Necessarry steps toward true multichannel
1. System integration – system that communicate with each other
2. Information integration
3. Break down organizational silos – people that communicate with each other
But the most important attitude is:
Here I am listing 2 basic requirements for multichannel conversations with the customer:
1. TRUST – the customer must trust that you act in their interest and don’t abuse him or her privacy.
2. CONFIDENT THAT YOU ARE COMPETENT – the customer must believe that you are competent to recognize me when I am online as the same person who’s ID number was in use at the call center yesterday.
3 Necessarry steps toward true multichannel
1. System integration – system that communicate with each other
2. Information integration
3. Break down organizational silos – people that communicate with each other
But the most important attitude is:
Delight your customers – that must be what we WANT to do every day!
Remember:
Remember:
A customer don’t care how we organize our data og technology, they care about how they are communicated with. To be someone that goes that extra mile to deliver exactly what they want – and that probably means you have to be supported by a single platform capability to deliver htat dialogue and service.
What is your customer’s impression of the conversation?
Does he think the the the conversation is integrated, then it is.
The single most important issue
Put youself in the place of the customer, try to see all the interactions that a customer will have through the eyes of the customer themselves. The more customer insight you have, the better prepared you’ll be to adopt the customer oreiented perspective
Companies to look to for best practice:
Dell and American Express (Forrester ‘s 2010 Voice of Customer Award cited for their active use of customer data collecting and act to drive that real-time customer experience)
Sources:
What is your customer’s impression of the conversation?
Does he think the the the conversation is integrated, then it is.
The single most important issue
Put youself in the place of the customer, try to see all the interactions that a customer will have through the eyes of the customer themselves. The more customer insight you have, the better prepared you’ll be to adopt the customer oreiented perspective
Companies to look to for best practice:
Dell and American Express (Forrester ‘s 2010 Voice of Customer Award cited for their active use of customer data collecting and act to drive that real-time customer experience)
Sources:
Hmmmmmmm
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