#9
Your customers should enjoy consistent omnichannel experiences tailored to them.
Meaningful and consistent content and offers across all touchpoints make the foundation of effective customer experience. Fifteen years ago, the average consumer used two touchpoints for a purchase, and 7% regularly used more than four.
Today, consumers use an average of six touchpoints! 83% of consumers contact a brand via a messaging app to learn about a product or service, 76% to get support, and 75% to make a purchase.
To serve the right content, products and offers at the right time requires a 360-degree view of the customer. But even today, most enterprises struggle to unify this view across brands, business units and online/offline channels. Businesses need the ability to attract and engage customers with robust profiling, targeting and engagement tools, and to optimize promotions and profit with marketing mix modelling.
