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Click here to access the full digital issue of CRM Magazine Summer 2015

Getting Omni-channel Right

  • Today’s consumers are spending more than 85% of their time on their smartphones using applications, but the majority of their time—84%—is spent using just five non-native apps they’ve installed from the App Store.
    Read more: http://bit.ly/TC5apps

  • 45% of consumers will abandon an online transaction and move on to the phone if their questions or concerns are not addressed quickly.
    Read more: http://bit.ly/9omni

  • 91% of customers want to pick up where they left off when they switch between channels.
    Read more: http://bit.ly/omniExp

  • Less than 40% of businesses offer text support, but the average American sends and receives 60 texts a day.
    Read more: http://bit.ly/TextSupport

  • According to MIT’s report, “Beyond the Checkout Cart,” more than 80% of store shoppers check prices online. This data point shows the rapid evolution of omni-channel. Customers are going from screen to store and store to screen as they engage in buying behavior. And for many consumers it doesn’t start and stop there.
    Read more: http://bit.ly/OmniUbiquity

  • Omni-channel promises the ultimate goal: letting every consumer shop and purchase on their terms, consistently and seamlessly regardless of the platform. The linear business model has been disrupted as the digital world has consumers “coming at manufacturers and retailers from all directions—and not just through their own channels or in a predictable order,” says Jeanne Johnson, head of omni-channel at KPMG.
    Read more: http://bit.ly/OmniGoal

  • 96% of customers who experience channel switching or other friction-causing scenarios, later report a lack of brand loyalty to that particular company. That makes nearly every customer who goes through a “high-effort” experience a likely candidate for churn.
    Read more: http://bit.ly/OmniFriction