Channel consistency is an essential part of any successful customer experience. By analyzing not only your current arrangement but by also having a clear idea of where you want your brand to go, you can create a consistent image and experience that will keep your customers coming back.
Customer experience. It’s a phrase that almost everyone hears on what is starting to seem like a daily basis – and it’s not going to go away anytime soon either. According to a study by Gartner, 89% of companies surveyed planned to compete primarily on the basis of customer experience, so it’s clear that if you’re not working behind the idea of customer experience, you’re missing out.
Though there are many things that go into an effective customer experience strategy, having consistency between your different channels (digital and physical) is the foundation that you’ll need, to create a truly immersive and positive experience down the line. In this post, we’re looking at how to achieve consistency in your retail business across the many channels and formats that are increasingly available to today’s customer.
Achieving Customer Channel Consistency
How Can I Support This?
All of these things sound well and good, but how can we practically apply them to our practices? For many retailers, an ERP can be the perfect solution to this problem. Some ways that an ERP can help support a consistent customer experience include:
Managing it all from a single place. One of the most useful features of an ERP is that it centralizes your channel management. When all information is centralized and so is its management, it’s much easier to be sure that all changes get applied across all locations and that the different ‘pieces’ come together seamlessly. Not to mention the increased opportunities to see patterns and make better decisions based on them.
Channel consistency is an essential part of any successful customer experience. By analyzing not only your current arrangement but by also having a clear idea of where you want your brand to go, you can create a consistent image and experience that will keep your customers coming back. An ERP can be a great way to support this by helping you collect accurate data and to create customer experiences that can be replicated and automated as much as possible.
Know that you need to improve your customer experience but aren’t really sure where or how to get started? Let us help! Write to us at firstname.lastname@example.org for your complimentary consultation.