Five basic steps to a multichannel customer strategy

Never let the customer tell you the same thing twice. That's the mantra of multichannel integration. The entire enterprise should be so focused around customer data that if a customer buys a computer online in the morning and has a question about it that afternoon, the contact center should have all data available. And if that customer has a problem that needs in-store attention, the data should be accessible there as well. Learn from these five steps on SearchCIO.com to improve your customer strategy, based on research of Peppers & Rogers Group.