OpinionLab Introduces Omnichannel Voice of Customer Best Practices

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OpinionLab extends Voice of Customer innovation to help brands achieve a high quality and consistent customer experience across multiple channels in an omnichannel environment.

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

OpinionLab, the leader in Voice of Customer (VoC) continuous listening solutions and the pioneer in customer initiated engagement, today announced new best practices developed specifically to help brands consistently engage with their customers across multiple channels in an omnichannel environment.

OpinionLab’s omnichannel best practices provide clear recommendations on how brands should best gauge the quality and consistency of their CX, and better understand the effectiveness of their CX as a driver of customer satisfaction and loyalty.

When combined with the broader value of OpinionLab’s CX diagnostics, the best practices will help any brand seeking to differentiate based on omnichannel customer experience.

OpinionLab’s omnichannel best practices are based on over a decade of experience helping the world’s largest brands navigate the rapidly changing environment of converging customer touch points, and are supported by recent recommendations from leading Customer Experience (CX) analysts.

Pervasive mobility, and the emergence of CX as the new battleground for winning and retaining customers, has changed the traditional customer engagement landscape. Customers are redefining physical and digital channels and have heightened expectations about how and when they engage with a brand. This rapid change requires new thinking about how to engage customers in a true omnichannel environment. More than ever, real-time and actionable VoC is critical to a quality and consistent cross-channel CX.

“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,” said Karen Gliwa, Vice President of Insights at 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.”

OpinionLab’s omnichannel best practices are grounded in the premise that to improve CX, customer engagement must enable customers to provide feedback in their own voice, must be real-time, and must capture the context in which a customer provides feedback.

Omnichannel diagnostics require consistent, consumer-friendly customer experience measurement adaptable to all channels or touch points. OpinionLab’s omnichannel best practices provide that solution.

For enterprises seeking to differentiate though a high quality and consistent CX, and drive smarter and faster business decisions, these best practices further validate the value of OpinionLab’s proven experience and thought leadership.

About OpinionLab

OpinionLab is a high-growth SaaS provider of continuous Voice of Customer listening solutions that drive smarter, real-time business action to deliver a high quality and consistent customer experience. The world’s largest brands, including: 4 of the top 5 U.S. retailers; 8 of the 10 largest American banks; the 5 largest U.S. insurance companies; and 3 of the top 4 U.S. airlines use OpinionLab to optimize customer experience and drive engagement across channels. OpinionLab continuously introduces new innovation to serve marketing and customer experience leaders, and is accelerating all aspects of its business to best serve the needs of its global customer base.

For more information, visit opinionlab.com, read the blog or follow us on Twitter.

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Lauren Pierce
OpinionLab
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since: 01/2009
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