Murph Krajewski's guest appearances

Murph Krajewski

Amazing Business Radio

Agile Marketing

Michael Bungay Stanier

Daniel Ramsey

Sarah Petty

Marc Elliot

John Ruhlin

Augie Ray

Jesse Cole

Danny Meyer

John Jantsch

Michael Redbord

Ali Rayl

Horst Schulze

Juliet Funt

Peter Shankman

Jay Baer

OwlTail

On today's show, Eva chats with Murph Krajewski, VP of marketing at Sharpen, about staying innovative and productive during uncertain times. Murph is a marketer who deeply believes in the powers of storytelling and navigational data. Having spent a couple of decades in the contact center industry, he’s seen first-hand that the best stories are rooted in truth and the human experience. These days, Murph’s busy telling the story of Sharpen’s agent-first mission and he holds to the belief that changing the world is possible if people are able to treat each other well.    Learn more about Agile Marketing: https://agilemarketingindy.com/   Produced by Share Your Genius: https://www.shareyourgenius.com/

On today's show, Eva chats with <a href="https://www.linkedin.com/in/murph-krajewski-67641822/" rel="noopener nofollow" target="_blank">Murph Krajewski</a>, VP of marketing at <a href="https://sharpencx.com/" rel="noopener nofollow" target="_blank">Sharpen</a>, about staying innovative and productive during uncertain times. Murph is a marketer who deeply believes in the powers of storytelling and navigational data. Having spent a couple of decades in the contact center industry, he’s seen first-hand that the best stories are rooted in truth and the human experience. These days, Murph’s busy telling the story of Sharpen’s agent-first mission and he holds to the belief that changing the world is possible if people are able to treat each other well.    Learn more about Agile Marketing: <a href="https://agilemarketingindy.com/" rel="noopener nofollow" target="_blank">https://agilemarketingindy.com/</a>   Produced by Share Your Genius: <a href="https://www.shareyourgenius.com/" rel="noopener nofollow" target="_blank">https://www.shareyourgenius.com/</a>

018. Mini-sode: Murph Krajewski, Sharpen

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

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 (<a href="https://sharpencx.com/" rel="nofollow" target="_blank">https://sharpencx.com/</a>), 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 (<a href="https://hyken.com/" rel="nofollow" target="_blank">https://hyken.com/</a>) 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 <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

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

Do your customer facing employees have everything they need to do their jobs properly?Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships.Featured Interview: Shep and Murph Krajewski discuss how Sharpen started by wanting to fix the root problem in customer service. Murph explains that the problem starts with the customer service agent’s experience. They discuss how the needs of an agent (both technological and human) must be met to allow that agent to be in a position to properly serve the customer, and Murph shares numerous examples.Giveaways: In this whitepaper, “Exposing the True Cost of Legacy Contact Center Software” Sharpen gets real about the true impact it can have for your operations, agent satisfaction, and customer service. (Link: www.SharpenCX.com/ABR) Top Takeaways:•	A person in distress can’t help anyone. Murph explains that if you don’t give the people on the front line, the tools (training/technology), they can’t give your customers the best experience possible.•	Don’t get stuck in the past.  New technologies should be embraced. As older technologies fade away new technologies are created and then new standards are set. When the original iPhone came out ten years ago, it was nothing short of amazing. But, today hardly anyone is using an original iPhone, which many consider to be an antique piece of technology. We’ve moved on to faster and updated versions like an iPhone 7 or iPhone 8.•	Create a better experience for your support or front-line staff. Customer service jobs are one of the lowest rated jobs in the country; due to the hours, the pay, the stress levels, etc. These employees shouldn’t be undervalued and underpaid, they are responsible for making your most important asset – your customers – happy. •	92% of customers say that an agent’s mood effects their experience. That is a tough statistic to ignore. A business must figure out how to improve the agent’s experience to be as good as, if not better, than their customer’s experience. Customer service is, after all, a service job. You need to create a service culture, and embrace those team members who need and want to serve, which is all of your front line and support center agents.  About:Murph Krajewski is VP of Marketing at Sharpen, a cloud based contact center platform. He’s 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. He believes this will make for happier customers, and could one day change the world. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Do your customer facing employees have everything they need to do their jobs properly? Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships. Featured Interview: Shep and Murph Krajewski discuss how Sharpen started by wanting to fix the root problem in customer service. Murph explains that the problem starts with the customer service agent’s experience. They discuss how the needs of an agent (both technological and human) must be met to allow that agent to be in a position to properly serve the customer, and Murph shares numerous examples. Giveaways: In this whitepaper, “Exposing the True Cost of Legacy Contact Center Software” Sharpen gets real about the true impact it can have for your operations, agent satisfaction, and customer service. (Link: <a href="http://www.SharpenCX.com/ABR" rel="nofollow" target="_blank">www.SharpenCX.com/ABR</a>) Top Takeaways: •	A person in distress can’t help anyone. Murph explains that if you don’t give the people on the front line, the tools (training/technology), they can’t give your customers the best experience possible. •	Don’t get stuck in the past. New technologies should be embraced. As older technologies fade away new technologies are created and then new standards are set. When the original iPhone came out ten years ago, it was nothing short of amazing. But, today hardly anyone is using an original iPhone, which many consider to be an antique piece of technology. We’ve moved on to faster and updated versions like an iPhone 7 or iPhone 8. •	Create a better experience for your support or front-line staff. Customer service jobs are one of the lowest rated jobs in the country; due to the hours, the pay, the stress levels, etc. These employees shouldn’t be undervalued and underpaid, they are responsible for making your most important asset – your customers – happy. •	92% of customers say that an agent’s mood effects their experience. That is a tough statistic to ignore. A business must figure out how to improve the agent’s experience to be as good as, if not better, than their customer’s experience. Customer service is, after all, a service job. You need to create a service culture, and embrace those team members who need and want to serve, which is all of your front line and support center agents. About: Murph Krajewski is VP of Marketing at Sharpen, a cloud based contact center platform. He’s 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. He believes this will make for happier customers, and could one day change the world. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>