Nowadays users interact with your company through many different channels. What might start on the web, might go to mobile and tablet applications, emails, print, radio, social media, by talking to your employees on the phone for customer support, etc., etc.
When users engage with your company through a particular channel, they don’t consider it to be the “email channel” or the “mobile channel” (as you might describe the different touch points internally). They just see it as one of the many interactions that make up their entire user experience with your company.
Cross-channel marketing or multi-channel marketing or omnichannel marketing or whatever term you prefer internally is all about engaging with your customers or leads across every channel and any device you might think of.
The subject itself is something you might have heard about before somewhere. Although you might have thought about it before, or you might already dipped your toes a bit in the water regarding cross-channel user experiences, a lot of companies are still missing out on a lot of opportunities to make it work for their business.
Having a consistent customer experience across different channels increases the brand awareness and helps deliver a higher conversion in the end. But what are the items that a good User Experience design needs to adhere to achieve this? Resmini and Rosati, authors of the book Pervasive Information Architecture, Designing Cross-Channel User Experiences defined seven items to keep in mind when designing a cross-channel experience:
- Customer focused
- Channel Specific
- Anchored within the organisation.
Let’s dive into all seven, so you too can deliver an optimal cross-channel customer experience for your clients!