We're entering a new era of customer communication, and adequately preparing can position your company for success. For decades, businesses have worked to turn their customer communication strategy into gigantic funnels. Today, the funnel-based system saves time and money and produces a much more efficient system.
Too much has changed, both in terms of communication technology and customer needs, for this approach to remain viable. The sheer availability of technology has also created more problems for the funnel approach. Each demographic and each individual will have unique preferences, so funneling them all to one communication channel will alienate the majority.
The best approach for the modern era is to capitalize on the number of channels that are available. Having a multi-channel approach doesn't mean you have to invest in all those channels equally. It just means you need to make those channels available to your audience.
More info about using multichannel to communicate with customers:
https://seo.co/multichannel-customer-communication/)
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