The interaction between customers and companies is undergoing major changes, boosted by the increasing use of digital services through web applications. Customers’ expectations have increased and those prefer to choose the channel they want to interact with the brand each time. Just a couple of years ago, a Multichannel Strategy was the pending account of the brands; now it is all about having an Omnichannel Strategy. What makes the difference? Ensuring that the consumer experiences a homogeneous interaction, regardless of the channel, whenever they want.
Should we act in the same way with our customers, the Points of Sale? The answer is YES! To mantain a consistency between the different channels, each interaction must be supported by a correct management and integration of the information. When should a commercial visit, when should a telesales call, what is your assortment, what promotions should be applied, what channels of contact should be provided, how and when an incident is solved, what KPIs should be captured in each interaction, etc. are just a few considerations to take into account.
Thanks to our clients we will know how leading companies cover their different channels and commercial processes, with the aim of seducing and retaining their clients. In addition, we will show the latest innovations in the market, which will help you to differentiate yourself from the competition and make your company more efficient.