Why Omnichannel Customers Matter More Than Ever

This week is Customer Service Week. You have no doubt received messages from your supermarket, grocer, upmarket salon all the way to your barber thanking you for your patronage. The one thing that locks down a customer has to be their experience. This is where Infobip’s white paper, Importance of Unified Customer Experience In 2021, meets you. As a business, your client needs to be happy with you to keep coming back, showing up and referring others to you.

The business world and industries are competitive. Organisations have to think outside the box to offer the best customer experience. The most powerful way to do that, it turns out, is an omnichannel experience. Not to be confused with multi-channel, omnichannel is “In a modern sense, unified customer experience that involves customer support, sales, marketing, and in-store experience. The key is to synchronize multiple channels to create one seamless journey for customers.”

Basically, you have to meet customers where they are and not vice versa.

In their white paper, Importance of Unified Customer Experience In 2021, Infobip described the unified customer experience as “essential to improve customer encounters, raise brand awareness, and increase sales.” It is an experience that allows customers to interact with businesses, while at the same time aligning their personal needs with ease.

Still not convinced?

• An omnichannel platform is likely to inspire 250 per cent more purchase rate than a single channel.
• 70 per cent of consumers shop across multiple channels
• 80 per cent of companies prioritise a unified omnichannel customer experience
• 90 per cent of CEOs say customers are the main focus of their core marketing and sales strategy.

The white paper brings out case studies of companies that have had impressive unified customers journeys such as Disney, Uber, Starbucks and Amazon. All through it runs the collaborative thread Infobip can bring to your table.

Click here to download the white paper.