Customers don’t relate to channels, they relate to brands.
Customer Experience is the new battleground for companies.
Customers want to choose how, when and where they interact with businesses across voice and digital channels. And when they do interact with your business, they expect a personalised, consistent and positive experience.
Businesses who fail to take account of customer preferences, history and other data are more likely to lose their customers. But customers are loyal to brands who take all of that into account. Companies who invest in an omnichannel approach to the customer experience ultimately increase the overall lifetime value of every single customer. Your success as a business directly depends on how you manage the customer experience.
What other priority could be more important?