Customer Experience

In a multi-channel world, ensuring that organisations offer a rich and integrated customer experience is crucial. Every channel must reinforce the brand values of the organisation and offer seamless and common service levels. As a first step, each channel must offer optimal facilities to convert and retain customers. Beyond this however, organisations must recognise that customers may interact with them through multiple channels and they must offer facilities for customers to switch channels, making the transition as smooth as possible.

IVIS Group has experience helping industry leaders get it right to improve customer relationships and increase revenues. The customer experience dimension of the multi-channel landscape covers areas including:

• Branding & Design - ensuring the organisation's brand values are maximised and all customer contact is based on a pleasing design that meets customer expectations
• Customer Journeys - analysing and understanding the online behaviour of the organisation's customers and ensuring its web presence makes the customers' online experience as pleasing as possible
• Usability - ensuring the organisation's website is as usable as possible to ease customer interaction
• Accessibility - where ensuring the organisation's goods and services are available to people with disabilities is both a legal requirement and makes sound commercial sense
• Customer Oriented Content - providing rich content through all channels to enable buying decisions and ensure online sites can be navigated and searched
• Channel Integration - where allowing people to reserve products online for in-store collection or starting an application online and completing it via phone are examples of the integration needed
• Integrated Loyalty Schemes - providing customers with common rewards through any channel and accepting vouchers and gift cards irrespective of the channel used

See also

• IVIS Group powers-up Scottish and Southern Energy Plc

  IVIS Professional services enhance web design and development process
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  Building Customer-Centric Online Stores

  IVIS Group's Customer-Centric Approach to Online Store Design, Usability and Accessibility