Customer Experience

Optimize Your Customers’ Experience Across Channels

Consumers, and customers alike, move across channels and devices. Your brand experience might be (partly) delivered by third parties, such as resellers or retailers.

For any audience, it matters that you offer a consistent omnichannel experience that engages with your target audience and delights them every step of the way.

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“Build something 100 people love, not something 1 million people kind of like.”

Brian Chesky

Co-Founder & CEO, Airbnb

Deliver a Seamless Customer Experience

Increasingly, people make their purchasing decisions not based solely on a single product, but on the entire experience that will come with it. And winning brands can differentiate themselves on delivering compelling customer experiences, and thus create real competitive advantage here, leaving their competitors behind.

As your customers, consumers and professionals alike, move seamlessly across channels and devices and expect the same experiences wherever they are, tailored to their needs, so should you.

Build an Omnichannel Experience

An Omnichannel Future

Actually, we would argue that in the future there will be no distinguishable channels at all, as people move seamlessly between devices and between digital and real-life experiences. But for now, being able to deliver an integrated customer experience and seamless consumer journey will mean optimizing each channel to form a part of a larger whole. But of course, starting with mobile first.

The Customer at the Center

Potential customers make their purchase decisions using all available tools and channels. They check your website and social media, download your app, read reviews, visit your store, go to your reseller or service provider, and talk to their peers and friends. And often, all at overlapping times. And the same is true once they have bought your product or subscribed to your service and start using it.

Integrating the customer experience across all these channels and ensuring it is consistent and true to your brand or organization will help deliver against ever-rising customer expectations..

1. Design For Your Audience

The most engaging experiences are designed with the end-user in mind. Forget about what you want to tell: think about what your user wants to hear. And deliver that in the most compelling way possible.

2. Start From Mobile

When shopping, the majority of consumers still prefer a combination of online, mobile and in-store activities. But increasingly, business is conducted strictly online. There, mobile is king and optimizing the mobile experience first and then expanding that onto other platforms the best way to go.

3. Build Seamless Customer Journeys

Outline authentic, engaging customer experiences that add real value to the user. Ensure all experiences are immersive and part of integrated journeys that the customer feels in control of, but are actually managed by you. Actively engage with your users across channels to both cater for their needs as well as build data and insights that allow you to further optimize the experience.

Build Your Strategy with Your Teams.

Engage your coworkers and create your vision and strategy with your team. You will not only end up with a better strategic plan, but it will help with the adoption and execution of your strategy as well.

Customer Experience

Optimize Your Customers’ Experience Across Channels

“Build something 100 people love, not something 1 million people kind of like.”

Brian Chesky