Know Your Buyer: Crafting a Robust, Personalized, Omnichannel Customer Experience

This article was originally written by Greg Kihlström for SmallBizClub. Read the original article here.

A fantastic customer experience is the key to a customer-first, employee-driven business transformation. When you call to check on a refund and the customer service representative immediately recognizes you and the purpose of your call, can tell you when the refund is going  to hit your bank account, and can solve any sizing or selection issues that may have led you to seek a return, demands a new way of thinking about customer service. Rather than seeking to close tickets as quickly as possible, brands must focus on delivering the best possible experience across the board.

As customer expectations continue to evolve and shift, businesses must stay ahead of the curve in order to remain competitive. A robust, personalized omnichannel customer experience is essential for any organization that wants to retain their existing customers and attract new ones. But creating such an experience can be tricky; it requires a deep understanding of customers’ needs and preferences, as well as the ability to think modularly and flexibly while building for the future. Let’s take a closer look at some of the challenges enterprises face when attempting to create this kind of customer experience.

This article was originally written by Greg Kihlström for SmallBizClub. Read the original article here.