Dos and Don’ts of a Cross-Channel Customer Experience

This same strategy applies to social media. Respond to any angry customer that publicly complains. Whether the experience takes place over the phone, online or in person, customers will always remember how you either successfully handled or fumbled a situation.

Do create a consistent brand experience. Your brand must feel, look and sound the same across every channel. If you're planning to incorporate new images on your website, ensure that those images are also replicated within your stores, catalogs and mobile applications. Today’s consumers face an increasingly crowded market, so offering them a cohesive experience through sight, sound and attitude can distinguish their experience between one retailer and another.