Omni Channel Surf Much?

by | Mar 28, 2017 | Customer Experience, Employee Development

One of the biggest challenges that every organization faces today is having a consistently exceptional experience across all service channels in order to grow and retain their customers.  Customers service nowadays is expected to be an omni-channel experience.  

With the growth of technology, customers are demanding flexible touch points more than ever, no matter which individual they are interacting with.   All customers want fast, friendly, hassle-free experiences regardless of the channel or touchpoint they are dealing with. 

What this means for your organization is that you must improve your service at every touch point and through every channel by proving fast, friendly, personalized, hassle-free interactions that make your customers stay longer, buy more and refer others. 

Take a minute to do a quick check in of your omni-channel experience.  What is your customer experience like on mobile/desktop/tablet/in store/on the phone? What obstacles are in the way of your employees proving your customers a fast, friendly hassle-free experience through each of these channels?  As a leader, how can you remove those obstacles?

Here are 5 check-in points to improve your omni-channel customer experience. Ask yourself these questions for each service channel:

  1. Do you communicate clearly and effectively?
  2. Do you create personalized experiences?
  3. Do you honor your commitments?
  4. How do you deal with customer service recovery?
  5. Do you work to continuously improve your customer experience?

For more information on how to remove obstacles in your internal service channel so you can have exceptional external experiences read Your Customer Service is Only as Great as Your Internal Service.

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Peter Psichogios

Peter Psichogios is the President of Global Engagement Solutions whose mission is to help companies create engaging employee and customer experiences. Prior to joining GES Peter Psichogios served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard, leading the large-scale e-Learning and employee engagement initiatives. Peter has been fortunate to work with the who's who of the Fortune 500 and many of the world's fastest growing companies, helping them deliver innovative learning, engagement and recognition solutions.