It’s no secret: customers want the companies they do business with to offer them digital options. However, as crucial as digital communications are in today’s fast-paced, on-the-go business environment, it’s important for companies to not become tunnel-visioned on digital strategies alone. That’s because customers crave convenience, and that means options.
One insightful finding from the 2023 CX and Communications Consumer Insights report from Broadridge is that the overwhelming majority of customers value simplicity when it comes to communications with businesses. Of those surveyed, 92 percent said “having a simple way to interact with companies across all channels” was important, and that percentage had increased from last year.
In addition to communicating with companies across channels, customers are diversified in their shopping experiences as well. Almost three-fourths of customers shop across multiple channels, including websites, social media and brick-and-mortar stores.
At the end of the day, customers want to choose the communication and purchasing options that best suit their preferences, and what they gravitate towards may differ from day to day. The most reliable way for businesses to offer customers this convenience is by keeping omnichannel communications – a customer-centric strategy that integrates channels and offers customers a unified experience – at the heart of every marketing and product strategy. This approach acknowledges that customers have different shopping styles and preferences, and creates a personalized experience that caters to their individual expectations.
From better customer service to capturing eager buyers, there are many reasons why an omnichannel approach makes good business sense. An added perk is that a strong omnichannel presence is linked to customer retention. Research indicates that 89 percent of companies with a strong omnichannel customer engagement strategy retain customers, but for companies who struggle with weaker omnichannel experiences, the customer retention rate drops off sharply to just [CB1] [SK2] 33 percent. High customer retention is key to company stability and longevity, and it’s clear that an omnichannel strategy is crucial to achieving this goal.
From digital options to direct mail and transactional communications, Matrix has all the expertise you need to implement an omnichannel strategy that delivers. Our comprehensive, integrated e-solutions improve your business efficiencies to maximize your targeted growth and complement the other components of your marketing strategy. With full-service printing facilities and proprietary technology resources, we are a dedicated strategic partner who can help you stay top of mind for customers and give them the convenient experience they desire.
By keeping customer needs first and thinking across channels, businesses can keep customers happy and coming back for more. Contact us today to get started.
