The Omnichannel Experience – What the Heck Does That Mean?

Shep Hyken | January 12, 2022

By Shep Hyken   There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. It’s time to bring it back with what may be the perfect example.   First, let’s talk about the basic definition. It all started with a concept known as multi-channel. This was about different ways customers could communicate with you. For example, they could use phone or email. That’s two channels. Today there are many ot...