posted by Brian Johnson
Omnichannel experiences generate a ton of customer data, yet many media and entertainment companies struggle to collect, analyze, and create actionable insights from their digital intelligence. As competition is fierce, it’s critical to harness the value of this data to improve customer experience and, ultimately, loyalty. But how do you do it?
Start by connecting the data and insights from all your sources and applications. A true omnichannel experience requires that you integrate your systems and connect the data to create a 360 view of your customer. When customers engage across touchpoints, you’ll have a continual feedback loop that informs real-time adjustments to your CX strategy.
After you integrate, spend time evaluating how you can intentionally generate omnichannel experiences that will inspire not only sales, but loyalty. How does the experience feel? Move through the experience yourself as if you were a customer and note any points where it feels like something would make the journey easier, more efficient, more helpful, or more pleasant. People are loyal to brands that make them feel good and that make them feel appreciated.
Put your app on the frontline
Now more than ever, media and entertainment companies are expected to offer apps that keep customers connected to the content they want to consume. While every channel you offer must be optimized for a true omnichannel customer experience, there are a few key things you can do to inspire loyalty across the journey:
Your customer experience is a key driver in engaging with customers and crafting personalized experiences that inspire loyalty. Upland can help you put all of these methods into play to generate a true omnichannel experience curated for today’s modern content consumer.
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