How to Create a Seamless Customer Experience

The world has changed; customers are more connected than ever. Consuming information and engaging with companies across multiple devices, they feel empowered and demand greater satisfaction. While this presents you with more opportunities to connect with and engage different markets, it also creates challenges. Keeping interactions consistent across multiple channels and ensuring a seamless experience for consumers is a complex task.

But if you can get the balance right, the rewards are plentiful. According to research from CFI Group, 83% of consumers are more likely to do business with brands that allow them to control where, when, and how they interact.

Building visibility, familiarity and a positive reputation takes time and effort. So how can you provide your customers with a seamless experience, regardless of channel or device?

Embrace the omni-channel marketing experience

In the words of McKinsey, “It may not seem sexy, but consistency is the secret ingredient to making customers happy.” Omni-channel marketing is all about putting the customer at the centre of the strategy to create a unique experience that’s tailored to their specific buying journey. Embracing omni-channel marketing means:

Changing the way you think: stop focussing on ‘X’ number of leads in the sales funnel, and start treating your customers as individuals by personalising each interaction with your brand.

Getting a better view of your customers: gain a consolidated, well-coordinated customer profile that provides a holistic picture of the buyer and their customer journey.

Interacting on your customers’ preferred channels: from email, to social media, video, or web, it’s essential to keep all channels open for communication.

Never forgetting data is your friend: with the customer driving the agenda, you need to collect and gain as much insight as possible from all available sources.

Introducing IBM Marketing

IBM Marketing provides a suite of products that enables you to:

Capture, qualify and nurture leads.

Help you to understand the what, why and how of your customers’ behaviours.

Collaborate across teams to design and improve customer experiences.

Acquire and grow customer relationships online and offline.

Dynamically serve up relevant content, offers and recommendations.

Leave your customers asking for more.

Discover more about omni-channel marketing and how IBM Marketing enables you to quickly design and automate consistent digital customer experiences…