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Reed Pattern

Reducing Customer Uncertainty
in a Multichannel Environment

Prioritizing Your Omnichannel Strategy for the Greatest Impact

What Matters Most to Customers?

Omnichannel Factor Impact
on Customer Effort

Most service leads ask, "How do I provide a seamless experience across multiple customer service channels (i.e., omnichannel) to better meet growing customer expectations?"

But, not all aspects of omnichannel service are created equal. What leaders should be asking is, "Which omnichannel benefits actually matter most to customers?"

In a study of thousands of customers, CEB found that there are six omnichannel factors that matter. Of the six, proactivity and service transparency (i.e. "uncertainty") are ranked highest in priority, and have the largest impact on customer effort and loyalty.

Bottom line: "Show Your Work." 

Download our two-step interview guide to discover opportunities to reduce customer uncertainty.

Six Omnichannel Factors that Matter to Customers

Omnichannel Factors Ranked by Importance to Customers

Customers' ranking of omnichannel factors is not what service leaders expect.  

Service Executives' Predictions

Channel Consistency

Service Continuity

Transparency

Customer Recognition

Proactivity

Relationship History

Customer Reported

Transparency

Proactivity

Service Continuity

Relationship History

Customer Recognition

Channel Consistency


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+1-866-913-2632