The three elements of an effective channel strategy
Posted: Wed Jan 22, 2025 6:43 am
Speed: How quickly do you resolve customer issues in that channel? This is one of the top three needs of today’s online shoppers, based on our customer service principles.
Value: What is the average order value in this channel after subtracting maintenance costs? Take the average order value per comment, question, or complaint, then subtract the number of hours you spend on that channel.
Once you’ve answered these questions, you should mexico telegram number database have a more realistic view of how each channel is performing and how much it’s costing you. You can then use this information to start shaping your strategy. “People, process, technology” is a model that many successful business consultants follow to help companies meet their ambitions.
Step 2:
Below, we explain what each element entails with a series of questions to think about. The goal is not to tell your team what they’re good at and what they’re bad at. The goal is to ask them what they think. Nothing more.
People: Ask your team what the strengths and weaknesses of each channel are. Ask each team member which channel they think they are most effective in. Each channel is very different, and each team member has different preferences and skills. By mapping these aspects, you can better understand the gaps in your strategy. You can then have the most effective team members in a given channel train those who are not as effective. This is a great way to encourage mutual training and start improving customer service along the way.
Value: What is the average order value in this channel after subtracting maintenance costs? Take the average order value per comment, question, or complaint, then subtract the number of hours you spend on that channel.
Once you’ve answered these questions, you should mexico telegram number database have a more realistic view of how each channel is performing and how much it’s costing you. You can then use this information to start shaping your strategy. “People, process, technology” is a model that many successful business consultants follow to help companies meet their ambitions.
Step 2:
Below, we explain what each element entails with a series of questions to think about. The goal is not to tell your team what they’re good at and what they’re bad at. The goal is to ask them what they think. Nothing more.
People: Ask your team what the strengths and weaknesses of each channel are. Ask each team member which channel they think they are most effective in. Each channel is very different, and each team member has different preferences and skills. By mapping these aspects, you can better understand the gaps in your strategy. You can then have the most effective team members in a given channel train those who are not as effective. This is a great way to encourage mutual training and start improving customer service along the way.