{"id":59499,"date":"2023-11-24T10:22:55","date_gmt":"2023-11-24T15:22:55","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=59499"},"modified":"2023-11-27T12:51:50","modified_gmt":"2023-11-27T17:51:50","slug":"omnichannel-listening-cx","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/omnichannel-listening-cx\/","title":{"rendered":"Beyond Omnichannel Listening: Keeping Up With Hyper-Engaged Customers"},"content":{"rendered":"

Today’s customers have complex expectations. Despite having a wide array of channels on which to voice their needs and concerns, they often feel unheard. In spite of the plethora of platforms on which brands attempt to connect, customers often feel unengaged.<\/p>\n

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For customer experience leaders and business owners, the struggle is real. Simply “listening more” isn’t the solution, either. 73% of customers<\/a> expect businesses to understand their unique needs and expectations, but receiving information is only half of the equation.<\/p>\n

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From product and pricing to sales and support, the modern customer expects businesses to align their customer experiences based on responsive, real-time listening. The expectation is that every interaction should be tailored to their activities, and every engagement across every channel should be nearly instantaneous. omnichannel listening and real-time engagement are increasingly critical to driving positive CX and repeat business across industries.<\/p>\n

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\"Listen<\/a><\/p>\n

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Listen with intent<\/h2>\n

In such a customer-led environment, it can do your business little good to have a cut-and-dried listening ecosystem. An annual customer satisfaction survey<\/a> is a good start, but it’s not enough to elevate customer engagement if you’re not able to take real-time action to improve customer interactions. Asking a single question — Net Promoter Score (NPS) is the classic example — is a good way to start a conversation, but one metric does not tell the whole story. What about the follow-up open-ended questions that power deeper listening through Natural Language Processing, and the key driver questions that uncover critical actionable next steps?<\/p>\n

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Strong omnichannel listening programs help to build a comprehensive and fluid understanding of what customers feel. The goal of these listening exercises should be to go beyond business best practices and make a real difference at the CX level.<\/p>\n

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This, of course, is easier said than done. You might already be struggling with terra bytes of fragmented listening data and reports on an everyday basis. To strike a genuine connection with your customer, you need to get past operational bottlenecks and invest in end-to-end CX management<\/a>. It can help you get past typical listening gaps and:<\/p>\n

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