We understand that the current climate and recent changes to how customers interact with your brand might have you thinking about how to adapt your customer experience strategy during this disruptive time.
In times of downturn, we know it's essential to utilise the tools you already have to address immediate customer needs and prepare for the future. We've compiled a list of ways you may want to adapt your Omneo toolkit to navigate changing customer behaviours and attitudes over the coming months.
Make physical operations touch-free
If you are a retailer that has kept your physical stores open to shoppers but is adding touchless measures, like the installation of plexiglass "sneeze guards" at cash registers to protect customers and employees. Our contactless loyalty cards and eReciepts may help by removing the need for staff and customers to come in physical contact with one another.
Bring your business to customers' homes
App downloads and new sign-ups have grown between 80 per cent and more than 250 per cent in recent months. The majority of customers who have converted to digital services will likely stick to them after the immediate health crisis is over: Companies who make this shift to digital and deliver superior experiences have an opportunity to increase adoption and maintain these customer relationships after the crisis.
The Omneo App Canvas is our white-label app offering that can be implemented within a number of weeks — it integrates seamlessly with your Omneo instance, current eCommerce platform and best-in-class headless content management. Download "Glue Store" from the app store on your phone to see an example.
Reimagine your brick-and-mortar strategy
By now, you're probably re-examining the role physical locations play in your overall customer experience strategy. Mecca pivoted quickly by repurposing stores to facilitate virtual consultations. If you're thinking about implementing a "Shop-by-appointment" type functionality, Omneo Meet can help; this extension gives customers and staff the ability to manage and schedule appointments across interfaces managed in CX Manager.
Find savings without sacrificing experience
For some brands, issuing rewards can be a financial liability. By employing Claim Reward, businesses have a mechanism from which to reduce the liability of Rewards on their balance sheets without reducing their effectiveness.
If you don't want to issue dollar rewards to people but are interested in providing customers with something additional during this time, Claim Benefits may be of interest. The functionality offers an alternative to the spray-and-pray approach of generic sales and allows customers to be active participants in their incentives.
Build capabilities for a fast-changing environment & keep a real-time pulse on changing customer preferences
Maintaining a strong customer experience in crisis requires rapid research to understand changing dynamics and new pain points, as well as agile innovation to address them. Customer leaders who master that approach will create value for consumers in high-priority areas and in an environment of increased competition. Retailers can keep a real-time pulse on customer sentiment by utilising the following Omneo features:
Listen to your frontline team
Frontline employees are a company's eyes and ears on the ground. Solicit and collect employee feedback on customer interactions using the Omneo Notes feature. It will provide a useful gauge of how customers are feeling and how daily interactions are changing. This tool can rapidly aggregate real-time ideas and feedback from frontline employees and inform critical decision-making in a quickly changing environment.
If your frontline team is no longer able to work directly with customers in-store, consider redeploying them into a proactive ‘concierge’ style support team and let them loose on the best customers from their home store using our Customer List feature in Clienteling combined with the Zendesk ticket integration.
We understand that the current circumstance requires accelerating the time to market for new customer experiences, and we're committed to doing everything we can for our community to build agility across functions and handle changing customers’ circumstances.
Please get in touch to understand which of the above can be enabled utilising your existing Omneo instance and which requires additional configuration.
Tess O’Brien
