Twice a year Econsultancy produces a print magazine focused on multichannel business strategies, to help support our JUMP event.
The latest issue, our fourth, is now available to download. It’s free, though you need to be a registered Bronze member (also free) or Econsultancy subscriber to download it.
The theme of this latest issue is multichannel customer service. With so many available channels - mobile, online, telephone, social media and more - customers expect a good experience however they choose to contact a brand.
However, this can be a challenge for companies, as there is a lot of behind the scenes work to be done to provide joined up customer service.
In the magazine, we interview BT's Warren Buckley about these challenges, and how close the company is to providing joined up service.
We surveyed 2,000 UK consumers to understand more about attitudes to multichannel customer service and we found that one in eight people would pay a fee for a VIP level of service, which says a lot about consumer expectations and perceptions about excellent service.
As well as customer service, we look at creative uses for QR codes, summarise the mobile apps vs mobile debate, and optimising mobile checkouts.