Monthly Archives: September 2016

In marketing and technology, ‘something is still new when we can’t find one unanimous way to spell it.

Instead of arguing about the meaning and the correct spelling, we just see it as an indicator of something new and yet to be decided by the masses. By no means is the concept under- noted or fledging. With most things that are new, there are still developing ideas.

Omni comes from the word ‘Omnis’ which can be described as ‘all’ or ‘universal’.

Furthermore, Omni channel is about true continuity of someone’s experience. Omni is all about perceiving all things and the best way for a customer to perceive everything is to allow them own their data and experience, then give them the ability to use it to guide creation and context of every future experience. This has been our practice in RUSSELSMITH over the years.

Thinking of the last interaction we had with our customers at RusselSmith, was it a pleasant experience? Given the choice, Will our Customers interact with us again? From constant feedbacks we get from our clients through our customer satisfaction Survey, most times the answer is yes. .

At RusselSmith we are constantly striving to improve our customer service because happy clients mean repeat business and referrals. The old adage that an unhappy client will tell seven people about their experience is true. And in this day and age of digital connectivity and social media, one bad review can have a detrimental impact.

As a Successful business we know that people are our greatest asset. We also know that these people need to be equipped with solid processes, systems and workflows to manage every aspect of the customer experience each and every time. An organized business operates consistently and more seamlessly than one that is constantly recreating the wheel.