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Winning Customer Trust through Omnichannel Communication

Utilizing Omnichannel Communication to Connect with Customers

Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz, a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. They discuss the value of omnichannel communication in the different stages of the customer journey.


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Top Takeaways:

  • A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process.
  • Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less.
  • With so much competition out there, every business cannot afford to provide a bad customer experience.
  • You can’t provide a repeatable and sustainable experience without creating process and training around it.
  • Trust is the outcome of doing the next right thing. Do the right thing often enough and in a sustainable way that it becomes predictable for your customers.
  • Companies need to get in touch with how their customers want to communicate with them whether it is via phone, email, chat, social media, or other mediums.
  • Omnichannel communication is having all the channels that a customer can connect with your brand in a centralized dashboard.


“‘Make a promise, keep a promise’ should be everyone’s creed.”

“The differentiating factor of your business should be how you care for your customers.”

“We can’t promise perfection but we can promise that we will always give the customers all that we have to provide them the best experience with our business.”

“When you do something for somebody, always try to do more, not less.”

“Most companies claim that they have good customer service but the true defining measure of making the customer feel valued is behavior.”

“Pay attention to your customer. Listen to what mode of communication is the most comfortable and convenient way for them and offer that option.”

“We are lucky to live and do business in a world that allows us a wide range of ability to connect with each other.”

“Get comfortable with saying yes to your customers and then, follow through.”


Steve Bederman is the President and CEO of NobelBiz, a Contact Center Technology Company that offers state-of-the-art solutions for companies that want to keep their clients happy. His personal creed is ‘Make a Promise, Keep a Promise’ and he applies it in both his personal and professional life.

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. What is the best communication strategy for customer service?
  2. How has social media changed the way businesses do customer service?
  3. How do you build customer trust and loyalty?
  4. What is omnichannel customer service?
  5. What is the difference between multichannel and omnichannel customer service?

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