So, it’s worth remembering:
🔋 Consumers use more than one channel – to create seamless, memorable experiences you need an omnichannel approach, where each channel needs to be used based on its particular strengths.
🔋 Customer engagement should be a company-wide initiative, not a single team responsibility, to connect the experiences throughout the customer journey.
🔋 Having a “complete” view of the customer's past behaviors helps you personalize – while combining tech and using real-time data helps you meet consumers’ needs in the present and anticipate their motivations in the future.
🔋 A cross-channel customer engagement strategy can have a direct impact on business goals tied to activation, monetization, and retention—but only if measured we can quantify and link the effectiveness of the engagement to tangible business outcomes.
Good customer engagement requires continuous learning and adaptation, the constant development of both technology and teamwork to reach the full benefits of customer engagement.