Module 6

Question 1

What are 7 reasons creating a customer-focused channel system is imperative for business?

Answer 1

1. Enhances customer experience
2. Efficient distribution
3. Market penetration
4. Adaptation to changing consumer behaviour
5. Relationship building
6. Competitive advantage
7. Data driven insights

Question 2

What are the steps to make multi-channel decisions?

Answer 2

1. Market Research and Segmentation
2. Channel Identification
3. Customer Journey Mapping
4. Channel Performance Assessment
5. Competitor Analysis
6. Channel Cost
7. Channel Integration
8. Technology and Infrastructure
9. Flexibility and Adaptability
10. Pilot Testing
11. Risk Analysis
12. Continuous Monitoring and Optimization

Question 3

What are the 4 keys to creating a seamless experience experience for customers?

Answer 3

• Seamless experience
• Touchpoints
• Channels
• Consistency

Question 4

Seamless Experience

Answer 4

A seamless experience means that customers expect a smooth and hassle-free journey when they interact with a brand. They don’t want to encounter obstacles, confusion, or disjointed interactions. Instead, they seek a fluid and integrated process that feels natural and convenient

Question 5

Touchpoints

Answer 5

Touchpoints are any points of contact between the customer and the brand. These could include interactions on the company’s website, social media platforms, physical stores, customer service interactions, emails, advertisements, and any other channels where customers engage with the brand.

Question 6

Channels

Answer 6

Channels refer to the different platforms or mediums through which customers can interact with the brand. This might encompass online channels like websites, mobile apps, and social media, as well as offline channels.

Question 7

Consistency

Answer 7

Customers expect a consistent experience across all touchpoints and channels.