However, customers demand an experience that is engaging as well as seamless when they switch from one channel to another. This is where an effective content management system can help. Content management systems were once little more than a tool to make it easier to upload images and text. Over time, however, they have evolved to become the foundation upon which all Internet-enabled processes are built.
It is no longer enough to just have a website that will only display properly on a desktop monitor. The site must also render correctly on a smartphone, phablet or any other mobile device the user might prefer. New devices are constantly being released making it necessary to adapt content for each innovation.
As technology advances, new channels become available for engaging customers. In-store kiosks provide customers an opportunity to conduct online research about a product they are considering, verify inventory levels or order and pay for a purchase. I-beacons allow companies to engage customers while they are in the vicinity to encourage immediate purchases. Wearable tech is still in its infancy, but as its potential is tapped, it will offer additional channels that will need to be considered. The Internet of Things has seen explosive growth connecting everything from cars to home appliances to the web. Social media sites have become increasingly important for companies seeking to engage customers in the manner those customers prefer. Businesses will need to provide content for all of these channels as well.
Content management systems can help provide a start-to-finish experience for customers. It can even go beyond the purchase to encourage return business and build long-term relationships with customers.
However, to meet the needs of customers, a CMS needs to be flexible and agile enough to adapt to fast-changing business conditions. A good CMS allows text and images to be uploaded separately and then automatically integrated for each different presentation on every channel. Manual inputting and editing can be reduced or eliminated, making each channel more responsive.
Data can be collected from all channels as needed. With centralized management, new channels can be added and new content published almost instantly and almost effortlessly.
Perhaps most importantly, CMS allows companies to personalize content for each customer or group of customers. All customers enjoy feeling that a company knows them and understands their needs and wants. Content management systems allow companies interact with customers in a more engaging, personal manner to forge long-lasting relationships. In short, CMS helps businesses give customers an omnichannel experience they will remember.
An effective content management system does not arise in a fully mature state from barren soil. Here are some tips for creating and managing a CMS across multiple channels.
An effective CMS will provide you with continuous feedback from every channel. Businesses that analyze this feedback to adjust strategies can increase audience diversity, improve customer retention and offer all customers greater engagement. Customers are going to increasingly expect a friction-less omnichannel experience, and a quality CMS is an excellent way to meet their demands.