Omnichannel strategy and customer experience
Ensure consistency between your points of contact with your users
Offer your users or customers a fluid and consistent experience across all your contact points, whether physical, digital or hybrid. Align messages, paths and uses to limit disruption and enhance the clarity of the customer experience.
The online experience is breaking new ground with what you offer in shop, or vice versa?
Your customers feel an inconsistency between the online and point-of-sale shopping or after-sales experience?
You would like building bridges between your points of sale and your digital media? (click and collect, in-store returns, etc.)
Why is it important to remain consistent across all points of contact with your user?
When messages, information and pathways differ from one channel to another, customers are confronted with inconsistencies that undermine their understanding and confidence. They may receive contradictory information, not find the same reference points from one medium to another, or feel lost in the process.
Structuring an omnichannel strategy helps to ensure continuity of experience, by aligning communications, pathways and uses across all points of contact. This consistency makes services easier to understand, simplifies procedures and improves the overall perception of the customer experience.
Identifying disruptions to your career path
Breakdowns can occur when moving from one communication channel to another, when information is not aligned or when pathways do not respond to each other. Identifying these can help us to understand where and why customers are experiencing difficulties.
Aligning messages
Ensuring consistency in the information disseminated across all media avoids contradictions, enhances clarity and makes it easier to understand our offers and services. A consistent message helps to establish a climate of trust with customers.
Streamlining the customer experience
Simplify transitions between the different points of contact: your customers can move forward more easily, without having to re-explain their situation or search for information already communicated elsewhere. Point of sale and online experience are interconnected.
How Pépinia can help you :
Omnichannel strategy consulting
Do you want to structure the coherence between your different channels? Pépinia can help you define an omnichannel strategy in line with your real challenges and uses.
Customer journey analysis
Do you want to understand how your customers interact with your services? Pépinia observes usage at all points of contact, both online and in the field, to identify inconsistencies and areas of friction.
Harmonising messages
Do you notice discrepancies between the information in your media? Pépinia can help you clarify and align your messages to make your communications more coherent.
Improving the customer experience
Do you want to make your customers' experience easier to understand and more fluid? Pépinia can help you structure a more coherent and understandable experience.
