Developments in the field of digital media have greatly expanded the number of customer contact moments. It is clear that it is important for an organization to respond to this. But how do you develop a multichannel strategy to optimally serve the customer from these different channels? And how can you successfully implement multichannel as an organization?
These are questions I regularly get from our customers. They wonder how they can best set up their organization to achieve their multichannel goals and ensure a consistent customer experience. In this article I will answer these questions.
Many organizations struggle with the proper execution of a multichannel strategy korea telegram data This is stated by Mim Burt, research director of Gartner, in the report: “ Predicts 2012 : Retailers Turn to Personalized Offers Through Mobile and Social but Will Struggle With Multichannel Execution ”. He predicts that up to and including 2015, 80% of multichannel implementations will fail due to organizational silos and channel-centric strategies. Online channels offer the customer transparency in products, prices and promotions, which magnifies inconsistencies. These often stand in the way of a seamless customer experience.