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OpinionLab's Best Practices to Boost Consistent Customer Experience across Multiple Channels

By CIOReview | Monday, August 17, 2015

CHICAGO, IL: OpinionLab, a provider of continuous Voice of Customer (VoC) listening solutions for enterprises, announces best practices developed specifically to help brands consistently engage with their customers across multiple channels.

Voice of Customer is a term that describes customer’s feedback about their experiences and expectations on products or services. The company’s omnichannel best practices provide recommendation on gauging the quality and consistency of a brand’s customer experience (CX). It enables customer to provide real-time feedback in own voice and captures the context in which a customer provides feedback. It also highlights the essence of CX as a driver of customer satisfaction and loyalty. Omnichannel’s best practices are based on recent recommendations from CX analysts and over a decade experience in helping largest brands navigate the rapidly changing environment of converging customer touch points.

Technology innovations and CX emergence in winning and retaining customer base has redefined traditional customer-brand engagement; customers now have towering expectations on brands. OpinionLab believes engaging customers in an omnichannel environment requires real-time and actionable VoC for quality and homogenous cross-channel CX. OpinionLab’s omnichannel best practices provide a consistent consumer friendly customer experience measurement adaptable to all channels or touch points.

“We’ve heard clearly from many of our leading clients that their traditional silos of customer engagement are collapsing forcing an accelerated reassessment of how they interact with their customers,” says Karen Gliwa, VP of Insights, OpinionLab. “It’s critically important for brands seeking to improve customer satisfaction and loyalty to engage with their customers regarding the effectiveness, ease and enjoyment of the customer’s experience across multiple channels and throughout the customer’s journey.”