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The Power of Omnichannel Customer Experiences in BPO

In the digital age, customers have become accustomed to browsing for products, making purchases and connecting with brands across multiple channels, including ecommerce sites, on social media and in physical stores. Providing a seamless omnichannel customer experience is crucial for business success.

Industry findings show that customers who use more than one channel to shop have a 30% higher customer lifetime value. Rewardsco uses a strategic omnichannel strategy to ensure maximum results for our partners while providing customers with exceptional experiences.

What is an omnichannel customer experience?

An omnichannel customer experience is an integrated approach to customer interactions across all touchpoints—from digital channels on desktop or mobile devices to offline channels such as voice support. These channels are interconnected and designed to work together for a seamless experience.

Our omnichannel strategy focuses on providing a personalised and consistent experience, regardless of which channels the user prefers. In addition to integrating multiple channels, our omnichannel customer experience covers the entire journey from beginning to end, resulting in a consistent brand experience.

The importance of omnichannel customer experiences

Our solutions are exclusively crafted with a blend of innovation and dedication to the success of

your business. These not only distinguish our partners in the bustling marketplace but also

propels them toward achieving their goals.

Here are four key advantages of strategic omnichannel customer experiences:

  • Improve customer satisfaction

Today, customers expect a simple and streamlined shopping experience. Meeting this expectation can boost customer satisfaction and increase customer retention. When customers can easily interact with a brand across channels, the shopping experience is more intuitive, and they are more likely to stick around. According to a study by Aberdeen Group, businesses with strong omnichannel customer engagement retain 89% of their customers, compared to 33% for other companies. Omnichannel customers are also worth more in the long run as they have a 30% higher customer lifetime value than those who use just one channel.

  • Solidify brand image

Omnichannel marketing ensures that customers receive cohesive messaging, branding and service quality across all channels. Offering a consistent brand experience can reinforce a brand’s identity and values, which builds brand loyalty with existing customers and increases brand awareness with potential customers.

  • Save time and money

An omnichannel customer experience strategy can result in significant cost savings while delivering superior service. An omnichannel approach means all customer interactions across platforms are stored in a central location. This results in having access to relevant customer data across channels, requiring far less time to access info about prior customer interactions. The Aberdeen Group study also found that businesses with a strong omnichannel customer experience strategy see an average 7.5% year-over-year decrease in cost per customer contact.

  • Map the customer journey

An omnichannel customer experience strategy helps our partners track customer behaviours across platforms. It allows us to identify where a customer first came in contact with our partners’ brands and when they first decided to make a purchase or engagement. Using an omnichannel dashboard to study how customers interact with our partner brands allows us to view customer journey maps, enabling us to identify pain points where customers may be dropping off in the sales funnel. This allows us to implement effective solutions to plug these gaps for our partners.

Omnichannel experiences can drive customer satisfaction and long-term business success. We are passionate about delivering exceptional experiences across all customer touchpoints. Our partners not only get a team of skilled consultants and specialists to meet their business needs, but brand ambassadors who build lasting relationships with customers. Our optimised approach to finding, winning, retaining and growing our partners’ customer bases is what sets us apart.

Contact Rewardsco today to find out how we can maximise your customer lifetime value.

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- Dylan Koen
 Rewardsco Sales Commercial Director

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