How committed are you to engaging with customers?
Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences.
Have you considered if your omnichannel strategy is customer-centric or self-centric? If you’re not capturing feedback from customers across all of your channels, your approach may be more self-centric than you think.
Read more in my recent article.