![]() The exponential growth of personal devices and our growing dependence on them to fulfill daily tasks affords advertisers both the opportunity - and the responsibility - to target customers in a new way that reflects the changing digital landscape. and IHS predicts this number will reach 30.7 billion in 2020, and 75.4 billion by 2025. There were around 15.4 billion connected devices in 2015. Companies with extremely strong omnichannel customer engagement see a 9.5% year-over-year increase in annual revenue, compared to 3.4% for weak omnichannel companies (Aberdeen Group).Ĭross-channel marketing trends Devices are multiplying.Yet 61% of customers have not been able to easily switch from one channel to another when interacting with customer service (Aspect).Over 35% of customers expect to be able to contact the same customer service rep on any channel (Zendesk).However, there are still a significant number of consumers across generations who prefer an in-store experience (Kinsta). Online sales are growing steadily, with 67% of millennials and 56% of GenXers preferring to shop online versus in a brick-and-mortar store.Instead, you must be there when and where they need you. Whether it's in-store, online, or via your call center. The point is that for every person, the Perfect Customer Journey is different. And for you, that means you cannot create one perfect ultimate journey and be done with it. For another, it might mean getting the best deal, or getting the most luxurious package, or getting the best service. To one customer it might mean getting through the process as quickly and painlessly as possible. To your company, it might be more simple: get the sale and make sure the person is satisfied. ![]() For a marketer, it might mean creating the ultimate customer journey - one that's 100% data-driven and sure to succeed every single time. what does that mean to you? To your company? How about to your customer?Ĭhances are, you'll get a different answer for every person you ask. Why connecting online and offline channels matters Connect your touchpoints, connect with your customer.A journey to increase retention in telecoms.An omnichannel journey in the travel industry. ![]()
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