Shop Talk

What is a Multi-Channel Experience?

Adeptiv Solutions understands that your customers place orders through different channels, and also need support through their chosen method of communication.

What is a multi-channel experience? It’s the experience a customer has of a brand gained from all interactions through managed and unmanaged points for the duration of that relationship.An example of customer engagement would be the repeated interactions that strengthen the emotional, psychological, and physical investing that a customer has in a brand. When coming up with a multi-channel strategy, there are several challenges.

The first challenge is that we’re in an increasingly attention deficit society. People sometimes need to be consistently reminded in order for them to act.

Secondly, we live in a “I want it now” society, which means that if we can’t get it instantly, we’ll go somewhere else.

Thirdly, there is a challenge of monetization.  How do you make the money you need with what you’re doing?

Here are three possible approaches to creating a multi-channel strategy:

1.) Choose your channels– strategic criteria for channel change and adoption (experience, pre-emptive strike, access, risk, and cost)

2.) Design your channels

3.) Create a plan

For information on how Adeptiv Solutions can help enhance your business operations, feel free to contact us at www.adeptivsolutions.com

How Can You Make Your Channels “Subscriber-Centric?”

A multi-channel strategy demands personalization and a 360-degree view of the customer. The service provider holds a treasure trove of customer intelligence insights that are gleaned from the past activity of its customers. Service providers should use this information to analyze and understand buying behavior, and then leverage subscriber-specific information to raise the customer experience to a whole new level.

This includes a list of things:
 customization of services
 more personalized and intimate subscriber relationships
 greater segmentation and self-selection of products
 programs and plans
 new pricing models
 service packages
 increasing bandwidth demands based on subscriber usage
customer desire for personal control and self-selection

But to pin down a personalized multi-channel retail experience, service providers need to apply and push intelligent personalization automatically across all of its channels, and influence service delivery in real time. For information on how Adeptiv Solutions can help enhance your business operations, feel free to contact one of our customer service representatives at sales@adeptivsales.com. (Source: Uri Gurevitz)