In a recent article, Eric Feinberg discusses the fluidity of the customer experience in the modern era. Because of the internet and modern technology such as smart phones, customers aren’t restricted to just one path purchasing path of brick-and-mortar stores. The points of the customer journey are not independent of each other. They’re all connected and each of them has an effect on the entire experience. Some of the latest customer trends that Feinberg elaborates on include:
- Buy Online, Pickup In-Store
With these trends in mind, Feinberg places emphasis on the significance of customer journey mapping to ensure their business decisions are appropriate. The focus on multiple touchpoints is crucial because within the next few years, Generation Z will be one of the largest demographics and their preference strongly leans toward this hybrid of online and in-person shopping experience. Feinberg points out that companies need to examine each touchpoint and determine what contribution they make to the overall customer experience. Knowing which channels lead to which metrics and KPIs can make all the difference in understanding value and retaining customers.
How Outbound Call Centers Can Unite The Multiple Touchpoints Of The Customer Journey
With all of the channels available to people these days, it can be difficult for brands to maintain customers, add new customers, and increase revenue. However, having an experienced outbound call center can significantly extend the power of sales and marketing teams’ customer acquisition and lead generation programs. These outbound call centers can also help businesses connect with customers to increase sales and develop good client relationships.
Most, if not all, businesses now have ways of tracking analytics from customer interactions in all facets, including website, brick-and-mortar stores, social media, and more. If a company notices that customers haven’t engaged with the brand after a certain interaction, an outbound call center can assist in bringing them back through calls and surveys.
This blog post is based on an article from CustomerThink. To read the original article, please click the link below:
Retailers: What happens online doesn’t stay online — navigating today’s customer journeys – Eric Feinberg
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