So all I have to do is listen and point?
Hell no! Omnichannel CX doesn’t end. Ever! Our clients are most useful to us when they stay in contact with our brand and perhaps perform multiple acquisitions or even bring us other clients through word-of-mouth advertising.
Johnny is most probably going to need technical help or want to look for more accessories to maximise his enjoyment from his recently acquired product.
Tech help is going to access his CRM customer card and know exactly what he has bought, what he has seen, by whom and how he got to know about the product, so that the conversation feels as if the consultant has been following his whole story since the beginning.
Is Johnny going to be happy? You bet he will!
Will he feel a little bit stalked? Probably, but if the overall omnichannel experience is going to be seamless and helpful, he won’t care.
Takeaways from our little Johnny story
- Be everywhere.
- Follow everything.
- Try not to miss anything.
- Make sure to keep notes about your conversations with clients, so they don’t have to tell their stories again and again.
- Same thing for their information, like contact info and preferred contact method.
- If you’re a larger company, use a CRM to keep all your workers up-to-date with client issues and history.
- Try to do as much of the communication, research and verification work as possible, so that the client will receive answers, not chores.
- Be useful, polite and positive. Make the contacting you a delight and a strength for your overall omnichannel CX.
- For other great omnichannel experience examples, check out this article by Hubspot
Tell us about any positive or negative customer experience stories you have had, in the comments!
Got any specific questions you’d like me to elaborate on? Contact me!