Omnichannel
Only one in three companies rates its ability to generate business from data collected on its customers as at least good, also due to the lack of adoption of an effective methodology.
Omnichannel as a unified experience
Positioning the individual at the centre, by adopting a customer-centric strategy, means adopting values and tools that will stand the test of time, beyond any crisis, since building loyalty and credibility means securing a stable relationship for the future.
Companies that moved early to embrace change involved their Sales, Human Resources and Training departments to redesign the entire service "journey", experimenting with new ways of making the customer experience fulfilling.
All of this through a clear and harmonious management of communication channels. Omnichannel, phygital, online/offline: the pandemic effectively and rapidly brought omnichannel as a structural factor of the economy and society.
Omnichannel introduces into the Customer Experience the concept of consistency of experience across all customer contact channels.
A model designed to respond promptly to customer requests with a universal tone of voice.
Integration and consistency across the different channels is crucial because consumers expect to achieve the same outcome regardless of the contact channel. If channels are not managed in an aligned and coordinated manner, there is a risk of undermining the company's credibility.
Based on available data, the process of building an omnichannel strategy still has a long way to go: for half of the companies mapped, Omnichannel Customer Experience (OCX) is a strategic priority in "words only" and only 4 out of 10 companies have introduced appropriate organisational and governance models.
Mystery Coaching® is the ideal tool to guide organisations towards consistency of service delivered across various channels, both physical and digital. The model enables data collection and analysis, service harmonisation, front office staff training, through to a true codification of customer reception and engagement activities.