Are you Really Delivering an Omnichannel Experience?
A recent PwC report found that the number of businesses investing in omnichannel has risen from 20% to more than 80% in 2 years. This intention to be omnichannel aligns with consumer requirements, with 90% expecting a consistent Customer Experience (CX) across all channels.
Depending on the maturity of their strategy, most marketers are executing a multichannel or cross-channel, rather than omni-channel, approach to customer engagement.
Given businesses with the highest omnichannel customer engagement are seeing, on average, 89% customer retention, compared to 33% for companies whose engagement game is weak, it’s worth us examining the differences between the three.
Only 13% feel businesses are actually delivering effective omnichannel engagement.
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