Omnichannel Integration · Continuity of state · Component
The repetition measure
How often customers have to say things twice — measurable, rarely measured, and the thing they actually notice.
The deliverable
What it is
Repetition is consistently the most cited frustration in service research and is almost never on any dashboard.
It is measurable by asking a single question after an interaction, or by reading a sample of transcripts.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The value
What removing it is worth.
3 attributes: Time saved · Annual value · Effort improvement
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Repetition is the most cited service frustration and is almost never on a dashboard.
The other components in continuity of state
The carried context
What travels with the customer between channels — smaller than it appears, which is why the project should start.
LearnThe visibility
Whether the person on the other side can actually see it — because passing context and using it are different.
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