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Creating the Most Convenient Experience in Customer Support

Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers.

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Top Takeaways:

  • The MEconomy is about giving the customer what they want, when they want it, how they want it, with little to no effort. That’s convenience!
  • A perfect omnichannel experience allows a customer to start a support conversation through one channel and finish the same conversation in another without having to repeat information.
  • Kustomer has found that 77% of customers expect their problem to be resolved immediately, placing an emphasis on ‘real-time’ customer service strategies.
  • Personalization has only grown more important throughout the COVID-19 pandemic. Customers are used to it, and it’s not going away.
  • Chatbots have an important role to play. The problem with a lot of today’s chatbots is that they’re not able to connect to a CRM system.
  • It’s crucial in today’s world to position your company in a way that ties your CRM to your channels of communication in order to provide great customer service and a more convenient CX.
  • Incorporating self-service, real-time responses, personalization, and communication channel-of-choice can ultimately lead to a convenient experience for customers.


“The five pillars that define a MEconomy include self-service, real-time, personalization, channel-of-choice, and low effort.”

“Wherever your customers are, is where you need to be. And to make that communication simple, omnichannel is the way to go.”

“When looking at how to measure the customer journey, you have to look at the convenience in every step your customer takes.”

“Today’s customers are switching like crazy. If they experience service that isn’t convenient, they will take their business elsewhere.”


Gabe Larsen currently leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital. Prior to joining Kustomer, Gabe was the VP of Marketing for XANT where he helped create the sales acceleration category and grow the company to nearly one-hundred million in revenue.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How to create a convenient customer service experience?
  2. What is an omnichannel platform?
  3. How to create a personalized customer service experience?
  4. What is the difference between multichannel and omnichannel?
  5. How to manage multiple channels of communication?

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