In this digital world where the customer is in command, it is getting increasingly difficult for brands to control how their users interact with them.
A user does not see your brand as a string of different channels, they see it as a single entity. So, it is not surprising that users are confused when the experience they receive on one channel is inferior to or inconsistent with the one they receive on another channel.
The pursuit of retaining a user’s attention is now an art. With the flood of latest technologies, user expectations evolve. Smart, minimal, seamless and personalized products and services are the need of the hour. These advancing expectations keep on presenting challenges to earn brand loyalty. However, emerging technology also gives us opportunities and possibilities for better omnichannel UX.
“Emerging technology also gives us opportunities and possibilities for better omnichannel UX.”
An Omnichannel Strategy Focuses on the Following Themes:
- Establish your brand presence by being minimal, unique and friendly.
- Being consistent in creating experiences across websites, products, offline stores, and their respective mobile channels. Payment processes, data, and user logs should be seamless across channels for a better user journey.
- Create unified, seamless, and high-quality channel transitions.
- Be there when the customer needs you. Chatbots are a great example of availability.
- Be relevant: deliver personalized and relevant experiences by doing proper R&D and A/B Testing.
But then, the question arises as to who your target audience should be? As consumers, we strive to expect more and we only associate with brands that embrace our individuality and deliver our needs through meaningful experiences.
Nowadays, most enterprises are on more than a single digital platform. For example, during our R&D for clients, we realized enterprises use multiple tools that form their unified communication standards.
How will you create an omnichannel experience?
Learn more about your target audience. A/B Testing is the first step in understanding what your users expect, prefer and how they behave. Analyzing data from surveys and interviews is also crucial in finding out what kinds of channels customers use to access your content. After implementing a seamless omnichannel experience, user experience across various channels and transitions between multiple channels will also improve. Thanks to omnichannel A/B testing, companies are able to track the user in every interaction. Research shows that 73 percent of customers prefer to engage with brands that use personal information to provide meaningful shopping experiences. A high level of personalization is crucial to building an omnichannel experience.
73% of customers prefer to engage with brands that use personal information to provide meaningful shopping experiences.
But too much personalization can sometimes be eerie, and users might feel that brands are invading their privacy. Creating an omnichannel experience will enhance customer satisfaction and is a great way to understand and anticipate user needs and provide valuable information at a convenient time, and offer a meaningful interactive experience. Although it is time consuming and challenging to create a corporate structure to manage the complexity of integrating channels, the positive impact it will have on your brand will outweigh all the effort and investment.
At Argil DX, we are dedicated to helping you create seamless customer experiences and impactful digital impressions for your brand. Get in touch with us to know more about our services and expertise to help make Experience your business.