Enterprise 2.0  |  Intelligent Information Management (IIM)  |  Social Media

8 Things to Consider for a Successful Multi-Touchpoint Customer Experience

By: John Mancini May 12th, 2010

Consumers use several sources of information before making purchase decisions – they may seek independent opinions, speak to customer service agents, or examine goods physically. And they are accessing information via myriad touch points, including mobile devices, social networks or company websites. Companies recognize this, but consumers consistently rate satisfaction levels for cross-channel experiences as poor, so there is a disconnect. It is hard enough to ensure that a website delivers an excellent user experience. When you factor in the vast number of web-enabled mobile devices, companies face a huge challenge in creating a consistent and personalized experience for every user. Social media adds additional touch points and complexity.