Back-to-Basics - Part I: Omnichannel Engagement

In this mini-series, we will review a few basic principles of omnichannel engagement

Sometimes, it's important to take a step back and remember the reason we started in the first place.

This is the first of a series of very short posts that will highlight the foundational elements of omnichannel engagement. What is the essence of omnichannel engagement, and why does it matter?

It's not clear to me who coined the phrase the first time around 2016, but this definition, or a variation thereof, has been repeated ever since.

"Reaching the right customer with the right message, through the right channel at the right time."

- Everyone on the Internet

Defining the word "right" is where it gets complicated: "right" is the difference between an optimal personalized customer experience, and spam!

Let's use these 4 pillars of omnichannel engagement as a guide for our Back-to-Basics mini-series, and explore each one in practical terms.

Getting it "Right"!

The emphasis on the word "right" implies that there must also be a "wrong" - or at least something that is less appropriate. The famous phrase provides no clues with regards to what are the different options to choose from. This is where we'll start.

For each of these 4 pillars, we will identify some of the variables that can impact the quality of the engagement, and dig deeper into the different choices that can help create an optimized personalized customer experience.

Understand the Basics to Build your Expertise

With a better grasp of the basic principles of omnichannel engagement, you'll be able to prioritize initiatives that enhance your customer experience and ensure that your digital engagement strategy is accurately tailored to your customers, your business model and your unique position.

Stay tuned for the next installment of this Back-to-Basics mini-series, and let me know if you find this useful!