[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/03\/22\/customer-service-excellence-with-an-omni-channel-focus\/#Article","articleBody":"We\u2019re hearing a lot these days about delivering omnichannel experiences to our customers to make shopping seamless across multiple channels. But what does that mean for most brands? An omnichannel customer service approach goes beyond just connecting your various channels and assigning various people to engage and connect with customers there.\nMore and more brands are getting the hang of communicating with customers via a variety of social channels, but that\u2019s only part of the puzzle. To deliver a truly omnichannel, integrated experience, you have to connect the dots internally as well\u2014which means connecting your employees so they can collaboratively deliver that seamless experience.\nOmnichannel customer service: Start with top-down strategy\nOmni-channel sounds very forward-thinking and sexy, but it\u2019s not for the timid or business-as-usual mentality. All company stakeholders need to be on the same page when it comes to delivering integrated quality service from every possible touchpoint. That means everyone should be involved in building the strategy. Executives, Marketing, Sales, IT, Customer Service\u2014any staff member that\u2019s directly involved with customer experience must be on board and in sync, or you risk falling back into siloed thinking: \u201cThat\u2019s so-and-so\u2019s job.\u201d If they help you build it, they\u2019ll be motivated and excited by the change.\nWhen everyone has a stake in the outcome, the customer isn\u2019t the only winner\u2014everyone benefits\nOmni-channel requires overlapping to ensure that the customer perceives a seamless experience from end to end. Helping a customer through his entire buyer\u2019s journey means knocking down internal barriers to hold his hand at each stage, making sure that each hand-off is perfect. Plan your strategy by including all departments early in brainstorming a path to success.\n \nOmnichannel examples: Brands creating their own luck\n   Online retail and e-commerce require an omnichannel strategy. How do you create one? Learn some of the best omnichannel examples out there.  \nBuild your internal network\nOnce your overall goals and strategy are worked out, the next step is to ensure internal transparency between departments and to make it easy for employees to connect with one another. Intranets have been around for a number of years and are constantly evolving, such as Yammer and eXo, but omni-channel thinking goes beyond just creating an internal collaboration network. Make it super-easy for employees to connect and bond as humans, too. Great teams have the freedom to learn from each other and support each other inside and outside your company.\nMentoring is a good way to foster this type of natural connectedness, as is an open-door policy in general. When employees feel welcomed and at ease from the day their employment begins, they have much more energy to focus on the shared goal\u2014to give every customer a great experience.\n \nThe future of omnichannel: Manufacturing, D2C, data in e-commerce era\n   Whether B2B or B2C, it's no longer enough to survey customers. To engage, retain, and earn customers, brands must understand buying habits and behavioral patterns.  \nEncourage collaboration and innovation\nThe six words never to utter in an omni-channel environment: \u201cWe\u2019ve always done it this way.\u201d Empower your employees to collaborate with each other, float new ideas and try new ways of getting things done. Stop thinking in terms of silos of information and people, and start thinking about ways to connect everyone.\nGo for the CX gold with omnichannel customer service\nDeveloping an omnichannel focus isn\u2019t easy, but collaboratively developing a system, ensuring that everyone is on board, and breaking internal barriers are key to delivering seamless customer experiences across channels. Technology is changing and new channels open up every day, so staying on top means staying flexible enough to shift and tweak processes as needed.\nThis is a very exciting time to be in business because technology is allowing us to not only change our thinking around delivering value to customers, but also to empower every employee to be a part of that process. When everyone\u2019s connected and processes stay transparent, it\u2019s much easier to maintain fluidity in today\u2019s hyper-competitive marketplace. Think about embracing an omni-channel focus in your organization.\nShine in the moments that matter. Real-time customer engagement starts HERE.","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/03\/22\/customer-service-excellence-with-an-omni-channel-focus\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/03\/22\/customer-service-excellence-with-an-omni-channel-focus\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2015\/08\/TedRubin-photo-1-150x150.jpg"},"name":"Ted Rubin","sameAs":["https:\/\/twitter.com\/tedrubin","https:\/\/www.linkedin.com\/in\/tedrubin"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/ted-rubin\/"},"dateModified":"2021-07-30T22:41:15+00:00","datePublished":"2016-03-22T11:00:07+00:00","description":"An omnichannel customer service strategy helps improve the customer experience by offering support, wherever and whenever customers need it.","headline":"Omnichannel customer service: Break silos, build loyalty","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/03\/22\/customer-service-excellence-with-an-omni-channel-focus\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2016\/03\/omnichannel-customer-service-ftr-1200x630.jpeg","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2016\/03\/22\/customer-service-excellence-with-an-omni-channel-focus\/","name":"Omnichannel customer service: Break silos, build loyalty","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","logo":{"@type":"ImageObject","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","width":"500"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"url":"https:\/\/www.the-future-of-commerce.com\/"},"url":"https:\/\/www.the-future-of-commerce.com\/2016\/03\/22\/customer-service-excellence-with-an-omni-channel-focus\/#Article"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2016","item":"https:\/\/www.the-future-of-commerce.com\/2016\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"03","item":"https:\/\/www.the-future-of-commerce.com\/2016\/\/03\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"22","item":"https:\/\/www.the-future-of-commerce.com\/2016\/\/03\/\/22\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Omnichannel customer service: Break silos, build loyalty","item":"https:\/\/www.the-future-of-commerce.com\/2016\/03\/22\/customer-service-excellence-with-an-omni-channel-focus\/#breadcrumbitem"}]}]