{"id":1661,"date":"2022-01-28T20:47:00","date_gmt":"2023-09-04T20:47:23","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1661"},"modified":"2023-11-23T16:31:17","modified_gmt":"2023-11-23T16:31:17","slug":"create-omnichannel-experiences","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/create-omnichannel-experiences\/","title":{"rendered":"Creating Stellar Omnichannel Experiences: Al Malki Group & Umrahme"},"content":{"rendered":"\n

Outstanding omnichannel experiences hinge on ensuring the right teams have access to high-quality and accurate customer data. But what do customers actually want? And how can teams get this valuable data? <\/p>\n\n\n\n

In this blog, we\u2019re going to explore how Al Malki Group and Umrahme are utilising their data and creating excellent omnichannel experiences.<\/p>\n\n\n\n

Customer expectations revealed in Salesforce report<\/b><\/h2>\n\n\n\n

It should come as no surprise that customer expectations have dramatically shifted. They want a singular, connected, personalised experience across an ever-growing range of touchpoints. And they expect the pandemic to drive this change, rather than inhibit it. <\/p>\n\n\n\n

At least, that\u2019s what our fourth State of the Connected Customer<\/a> report found \u2013 78% of customers believe current crises should catalyse business improvement. This inevitably has created challenges for businesses around the world, but it has also brought opportunities.<\/p>\n\n\n\n

Why it\u2019s time to create omnichannel experiences<\/b><\/h2>\n\n\n\n

We found that 61% of customers<\/a> say COVID-19 has elevated their expectations of companies\u2019 digital capabilities. Consumers want interconnected online experiences that are seamless across different channels and\/or departments. <\/p>\n\n\n\n

Top 10 preferred channels to create your omnichannel experience<\/b><\/h3>\n\n\n\n
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  1. Email<\/span> <\/li>\n\n\n\n
  2. Phone<\/span> <\/li>\n\n\n\n
  3. In-person<\/span> <\/li>\n\n\n\n
  4. Online chat<\/span> <\/li>\n\n\n\n
  5. Mobile apps<\/span> <\/li>\n\n\n\n
  6. Messenger apps<\/span> <\/li>\n\n\n\n
  7. Text\/SMS<\/span> <\/li>\n\n\n\n
  8. Online portals<\/span> <\/li>\n\n\n\n
  9. Video chat<\/span> <\/li>\n\n\n\n
  10. Social media <\/span> <\/li>\n<\/ol>\n\n\n\n

    You can start your omnichannel customer journey by sending them an email with a new or discounted offer. Make sure to check the click-to-open rate (CTOR), which is the percentage of email subscribers who clicked the offer in your email versus the total number of people who simply opened it. <\/p>\n\n\n\n

    Once people click on your email offer, ensure there is an online chat available on your website that gives visitors the choice to chat virtually or call your company number. If your offer leads to a gated landing page, make sure it\u2019s engaging enough so people want to fill out the form and give you more information. This information will be vital to your sales team who will use it to follow up with new prospects.<\/p>\n\n\n\n

    It\u2019s also important to think about how this same omnichannel experience translates to mobile. Do you have a dedicated app for your business? Is it easy to access your offers via mobile device? Since nearly half of users browse the internet on their mobile phones, this is essential to incorporate into your user journey. <\/p>\n\n\n\n

    How Al Malki Group delivers personalised omnichannel experiences<\/b><\/h2>\n\n\n\n

    Al Malki Group<\/b> has been able to deliver omnichannel experiences fit for its luxury retail customers in extremely challenging circumstances. But such success stories are not the norm across the region and there\u2019s a pressing need to understand the path to successfully capitalising on these opportunities. <\/p>\n\n\n\n

    So how can businesses meet customer expectations? <\/i><\/p>\n\n\n\n

    Here are six key pieces of advice to help you create your own omnichannel journeys that will delight your customers.<\/p>\n\n\n\n

    1. Make customer experience management a priority<\/b><\/h3>\n\n\n\n

    Businesses are getting laser-focused on meeting customer expectations. Customer satisfaction was listed as the top priority, with 87% of service teams tracking it as their most important KPI<\/a>.<\/p>\n\n\n\n

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    See Marketing Cloud in action with this hands-on experience. Discover new ways to unite your marketing strategy with sales and service!<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

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    And, as Trailblazing luxury retailer Al Malki can attest, meeting customer expectations with a personal and omnichannel experience is a recipe for success.<\/p>\n\n\n

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    Customers want to be able to call our customer service teams and trust that the operator they are speaking to has all the information they need to deliver a truly personal service.<\/span><\/p>\nDaniel Gomez<\/cite><\/blockquote>\nChief Digital Office at Al Malki<\/span>\n