La primera gran diferencia es que la How much multicanalidad se centra en ofrecer más canales de contacto directo con el cliente, mientras que la omnicanalidad está enfocada en que los usuarios tengan buenas sensaciones cuando realizan sus compras en cualquier canal.Once you reach the retention stage, that is, when the customer becomes attached to your products or services, they close the relationship and become a brand advocate. At that point you should move them to the category of special, VIP or regular customer.
A recommended action at this stage is to implement loyalty programs that reward customers for their preference. For example, offering a free product once customers accumulate enough points through purchases.
Analyze the success of the impact, draw conclusions and move on
The main factor in assessing the effectiveness of the actions taken is time. After you have taken all the necessary measures and established communication with your customers, it is time to analyze the indicators:
Has the overall cost of list to data acquiring and serving a customer increased or decreased?
By answering these questions, you will be able to understand how far your work has progressed and plan future actions.
Customer Service Cycle Example
At different stages of the customer service cycle, customers use different contact channels. Let’s take a telecommunications company as an example.
What percetage of customers are purchasing more often? How much
In the cognition and acquisition phase, there are contacts with the showcase; in the promotion and maturity phase, there are more how to be a paid traffic manager and work from home contacts with call centers and websites; in the decline and exit phases, the company uses calls to retain and win back customers; in the end, customers have more contact with the call center.
Therefore, to offer them a malaysia numbers list unified experience throughout the entire customer service cycle, it is necessary to integrate all channels so that the interaction is fluid and seamless.