Fireside Chat Keynote Panel at ClickZ Live Chicago 2015
Touchpoints, Platforms, and People: Designing an Omni-channel Strategy that Delivers an Integrated Experience
Ashley Jane Brookes, Hootsuite @ashjbee
Shawn O’Neal, Unilever @shoneal99
Szabolcs Paldy, Discover @PaldySzabolcs
Omnichannel looks different in different markets.
What is your omnichannel strategy advice?
Ashley Jane Brookes (AJB): Where does your customer want to start? Social may not be the best place to start interacting with customers, but it is a good place to listen. Set up your customer personas in such a way that you can monitor the channels and interact appropriately.
Shawn O’Neal (SO): Every single brand in the world has a website. If you use that as a hub, everything else becomes a spoke. Everything else can direct back to the brand site.