The world is random, and the future is unknown. We are continuously adapting to remain up-to-date and connected at all times through an omnichannel experience. Still, with the most advanced proactive measures, sometimes things happen.
Think about this. A massive storm hits and power outages strike across an entire state. First responders are out in full force, roads are closed, flights are grounded at airports, and people just want answers. This is not as far-fetched as it may seem. In fact, utility companies face this situation from time to time.
While these types of situations aren’t ideal, companies that put forth a strategic omnichannel customer experience strategy will experience the highest levels of customer satisfaction.
So, what is an omnichannel strategy?
An omnichannel strategy is one that entails and promotes the use of multiple methods and tools that companies can leverage to interact with their customers. It’s a strategy that provides customers with a seamless experience online, on mobile devices, and in brick-and-motor environments.
Learn about the state of the utilities industry, changes impacting both customers and providers, and five essentials for remaining front-and-center in your customers’ experience.
Why is an omnichannel strategy important?
Keeping with the weather example above, recently, more than 550,000 people had no electricity as a storm’s gusty winds knocked down trees and power lines across the upper midwest and into the northeast.
Before, during, and after the storm, those companies that have implemented an omnichannel experience for their customers would have had the most welcoming audience. With a swift motion, alerts and updates went to customers to keep them informed about outages, road closures, and safety tips.
This efficient approach allows companies to convey one succinct message across multiple communication platforms simultaneously.
Did you know that companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers?
The example above presents a quick look into how a storm can disrupt a utility company’s operations. However, it also offers them an opportunity to put their best foot forward.
The bottom line is that your customers want easy ways to receive information, updates, recommendations, and tips across a variety of channels, such as email, text, social media, and websites. How are you meeting their expectations?
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