Hitting the Reset Button on Omni-Channel Customer Service Featuring Guest Murph Krajewski

Are you where your customers want you to be? Shep Hyken sits down with Murph Krajewski, discussing the importance of knowing what channels your customers want you to be on. Top Takeaways: • Omni-channels today are more of a mindset than a definable term. It’s about being wherever a perspective customer is. Omni can be synonymous with multi, meaning there are multiple ways customers can connect with a company. • It is crucial for a company to be on as many channels as possible in order to be easily accessible by its customers. • The big difference between marketing and customer service is that marketing is looking to give messages, whereas customer service needs to be ready to receive messages. It’s a company’s responsibility to know how their customers want to reach them. • A practical thing that companies can do when it comes to channels, is to stop thinking about channels. Reject the assumption that omni-channel is a list of features. It is simply a concept. • Let the customer define what the perfect experience is. It doesn’t matter how you think your customers want to reach you. It’s what they want that matters. • Find technology that fits what you need rather than trying to mold your company to a certain technology. About: Murph Krajewski is VP of Marketing at Sharpen (https://sharpencx.com/), a cloud-based contact center platform. He has been in the contact center industry for nearly 20 years, in a variety of roles. These days, Murph is focused on creating better experiences for contact center agents. Shep Hyken (https://hyken.com/) is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices