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.
“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.
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