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The Outlook for Building Omnichannel Customer Engagement

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Information about The Outlook for Building Omnichannel Customer Engagement
Marketing

Published on February 28, 2014

Author: 1to1Media

Source: slideshare.net

Description

Here’s a look at some of the trends around how companies are preparing to adopt an omnichannel engagement approach.
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The Outlook for Building Omnichannel Customer Engagement Here’s a look at some of the trends around how companies are preparing to adopt an omnichannel engagement approach. Customer experience stands as the primary differentiator driving brand success in today’s competitive market. As such, companies are eager to develop strategies that consistently engage consumers regardless of channel preference. Organizations seek to establish an onmichannel approach that allows customer to seamlessly float between contact channels without disruptions, yet many fail to eliminate the silos that hinder such communications. BY MILA D’ANTONIO, ANNA PAPACHRISTOS AND LORRI COSENTINO While retailers hope to create a consistent, seamless customer experience 54% admit that they don't have access to a single, cross-channel customer view.2 The outlook for the marketing automation industry could grow by 60% in 2014 to reach $1.2 billion.3 ectations outpace For 51% of retailers, consumer exp experiences, their ability to deliver omnichannel w processes while 48% struggle to integrate ne s into their driven by cross-channel strategie 2 brick-and-mortar locations. When developing an omnichannel strategy, 84% of retailers believe creating a consistent customer experience across channels is the most important factor for success.2 1to1 media 17% of marketers believe that multichannel campaign management will be the most exciting area (as opposed to 10% in 2013).1 ® a division of Peppers & Rogers Group e-consultancy 1 Retail Systems 2 Raab Associates 3 To read more, go to: “Reaching the Unreachable Omnichannel Star”

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