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.