Connecting with Customers Across Channels: Build Loyalty with Omnichannel Engagement
Connecting with Customers Across Channels: Build Loyalty with Omnichannel Engagement
.MP4, AVC, 1280x720, 30 fps | English, AAC, 2 Ch | 44m | 126 MB
Instructor: Stacy Sherman
.MP4, AVC, 1280x720, 30 fps | English, AAC, 2 Ch | 44m | 126 MB
Instructor: Stacy Sherman
Unlock the secrets to creating seamless customer experiences that inspire loyalty. Join instructor Stacy Sherman as she guides you through the art of building and implementing powerful omnichannel communication strategies. Discover how personalized communication can break down barriers and foster enduring customer relationships.
Learn how to refine interactions across all channels by crafting customer journey maps and employing customer feedback through interviews and surveys. Work to eliminate long wait times, limited support schedules, ineffective automation, and policy inconsistencies across channels by enhancing customer care. Plus, discover how to design transparent order and delivery systems that help to eliminate customer uncertainties and establish a solid omnichannel governance framework. By the end of this course, you will have an action plan to engage audiences with personalized experiences and maintain high-quality communication standards across all platforms.
Learning objectives
- Develop a comprehensive omnichannel strategy that seamlessly integrates various customer touchpoints and communication channels.
- Implement robust data privacy and security protocols to safeguard customer information and maintain trust in omnichannel interactions.
- Create detailed customer journey maps and identify friction points to optimize the overall customer experience.
- Streamline customer care processes to provide efficient, effective support across all channels.
- Design transparent and timely order and delivery communication to keep customers informed and enhance their post-purchase experience.
- Evaluate the effectiveness of chatbots in omnichannel communication and implement enhancements to improve their performance.
- Synthesize voice of customer (VoC) data from various channels to gain valuable insights and drive continuous improvement in omnichannel strategies.
- Construct an omnichannel governance framework to ensure consistent, high-quality experiences across all customer touchpoints.
- Define and measure key omnichannel customer experience metrics to track performance, identify areas for improvement, and demonstrate the impact of omnichannel initiatives on customer loyalty and business outcomes.
Connecting with Customers Across Channels: Build Loyalty with Omnichannel Engagement
