Developing a new system of customer satisfaction with Omnichannel experience

http://www.forbes.com/sites/micahsolomon/2015/04/08/omnichannel-customer-experience-how-a-360-degree-view-of-customer-care-can-help/

As we read in Chapter nine, handling customer requests is important. There is talk in the Omnichannel customer experience article. The ability to deal with a variety of channels and essentially be able to continue where they left off on one channel, and continue this conversation on another. The importance of a company to be able to quickly respond and identify a customer problem and make it seem seamless in a communication landscape could change the customer response rate. Simply put, if you order a product and go to pick it up at a brick and mortar store, they will know all the communication you had to the company and can pick up the transaction where you left off, and on top of that if you need to return the product they will have the ability to pick up the conversation as well.

1)      Do you think this will be a benefit to customers if the different channels are able to pick up the conversation from another channel to continue the conversation?

2)      Does this create privacy concerns, which different channels (and workers) will know about you and what you said?

3)      A T & T presents the 360 Degree view, do you believe their approach improves customer quality of care.