Maintaining a consistent client experience is key to ensuring a consistent client relationship, which leads to greater client retention and spend. Maintaining that consistent experience is complicated by the fact that clients now interact with companies through a variety of channels that can number into the dozens. It is essential to not have just consistency of look and feel across all channels, but consistency of experience, and indeed to allow individual experiences to occur sequentially across all channels.
• Client experience is the primary motivator in client retention
• Client experience degrades when channel experience conflicts or limits client choice or activity
• Optimal experience needs a seamless client “experience ecosystem”