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Consistent Channel Strategy
Last week, a VP of a major international business told us how he tried to order some goods over the net from a well known brand name. After completing his shopping he proceeded to the on-line checkout, his order was refused as he was not allowed to ship to a different address other than his billing address. He then told us that when he phoned the contact center, they were able to do this for him. His point, or tip!, is make sure your channels are consistent in what they can deliver otherwise you are not really giving the customer a valid choice!