Omni Channel Strategy
Our Integrated Multi-Channel Strategy Model
Our Customer Experience Optimization (CEO) framework provides an effective approach for gathering data from multiple channels and analyzing it to deploy a focused set of actions that:
- Enhance customer satisfaction and loyalty
- Improve operational efficiency
- Lower the expense to revenue ratio
This model allows organizations to create a cohesive multi-channel program that aligns your organization with customer expectations and creates the ability to leverage customer interactions in concert with your corporate objectives.
Benefits of a Multi-Channel Strategy
Why is a multi-channel strategy critical to your success? Multi-channel:
- Aligns your organization with your customer expectations
- Focuses your attention on the design, implementation, and improvement of interactions, removing the channel silo mentality
- Allows your company to budget and plan for the future – each channel has its reason to exist and an associated cost to serve
O2™ deconstructs each dimensions of a service operation and results in prioritized action plans that yield improvements in recruiting, training, process, and knowledge base completeness/correctness while pushing volume to lower cost channels and lower tiers of service where possible.