CrossView’s Cross-Channel Playbook takes a critical look at a retailer’s touchpoints along the customer’s path to purchase. Disconnects are revealed across the overall experience, including messaging, nomenclature, pricing, offers, and business rules. In a two- to three-month engagement conducted onsite with the client and offsite, we benchmark these experiences against customer expectations, competitors’ offerings, and retail best practitioners. Lastly, we deliver a set of user scenarios that describe the ideal customer experiences across all touchpoints.
Our methodology provides a comprehensive road map and a set of best practices. While each engagement is unique and every strategy is different, the process for identifying the best path to take on a cross-channel journey is based on discovery, analysis and recommendations. These steps serve as the framework for our methodology:
The strategy we develop is designed around multiple variables in each client’s business, including: