At Connectivity CX we are fixated on the deployment and engagement of omni-channel strategies to deliver the best possible opportunity for your business, and the best experience for your prospects and customers.

There are huge benefits in this, and we see when deploying pure omni-channel touch points across a client’s entire business that there are benefits with all, and challenges too.

There are channels that customers love to engage with more than others with a number of factors affecting each persons needs, these include:

• Personal preference
• Device: mobile, phablet, tablet, laptop, pc
• Timing: early morning, evenings, weekends
• Travel: trains, planes, automobiles
• Generation:Gen-Z vs Gen-Y etc
• Environment: work/home

As businesses looking to maximise delivery of the best customer guest experience and opportunities from all the channels you’re on, what’s really important is not only your ability to be there when you’re wanted, but your communication and your messaging has got to be super relevant too, and crafted in a way that it engages your audience tailored to the channel you are on.

Much like the art of leaving a ‘great news’ voicemail to ensure you are the dealership that gets called back (more on that in another session), what you say and how you say it on the channel you are engaged on is hugely important.

The art of writing good txt messaging for outreach marketing vs a service reminder broadcast for example all needs thinking through and crafting to deliver the right message at the right time, to cut through the noise in people’s daily lives and reasonate or capture their attention with the right call to action.

At Connectivity CX we place a huge amount of importance on crafting and curating a library of communication styles and content specifically for the different channels and different reasons to be reaching out to customers and prospects, delivering the right message looking for the right response. Theres as much importance on this as there is in telephone scripts or developing the art of conversation in phone calls.

Over the coming weeks we will be looking at the various omni channels that are used to engage with customers in a variety of situations, especially across sales and after sales, and we will provide some context on the use we see on these channels and their value depending on some of the factors outlined above when considering the different needs of your customers and prospects.