Customer expectations are higher than ever thanks to companies like Apple and Starbucks. Still, many companies are struggling to bridge the online and offline experience for customers, creating friction, diminishing trust, and causing profits to shrink.
According to Aberdeen, companies with an omnichannel CEM program are seeing a 6.5 percent lift in customer retention, and an average of five percent higher profit margins per customer.
For these types of results, companies require a thorough understanding of the customer journey. In this 1to1 Media In Action paper, industry leaders share tools and techniques that help companies bridge the gap between online and offline experiences for flawless results.