Contact Shep (314) 692-2200

Turning Happy Customers into Brand Advocates

How will chat and chatbots transform customer service in the near future?

Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot.

Subscribe and Listen

Top Takeaways:

  • Redbord shares the five rules of a customer-centric organization.
    1) Knowledge of your customer
    2) Applying the knowledge
    3) Listening and prioritizing
    4) Execution
    5) Communicating
  • How to use NPS (Net Promoter Score) to target your best customers, a.k.a. promoters, who are most likely to take the extra time to advocate for you. Then, create a win-win situation for your customers so you can go on the journey of mutual growth together.
  • Hyken and Redbord both see a trend in customer service becoming more self-service as customers become less patient and want faster access to the answers to their questions.
  • Redbord urges that making customers more successful is the key to business growth.
  • The Flywheel model, which takes the traditional business growth model and uses customers to create virality, brand amplification, and scalability. Your customers can be your best marketers and growth engines.
  • There are three customer-service trends that will likely happen in the future (and already are).
    1) Face-to-face communication – As trust diminishes and people feel more disconnected, showing your face is going to be a big deal.
    2) Chatbots – People are less patient today, they want answers now, and they expect a 24-hour presence.
    3) Self-service – Is an absolute necessity, especially for small and medium-sized businesses.

Quotes:

  • “Every decision that’s made has to have the customer in mind.” – Michael Redbord
  • “Your customers define your reputation. They will become your best marketers or your worst enemies.” – Michael Redbord
  • “Customer-centric design is about walking in your customer’s shoes, understanding where they’re at and working backward from there” – Michael Redbord

About:

Michael Redbord is the GM of the Service Hub at Hubspot. He’s built out a customer success team of 20 people in a single office to a global team.

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 do you introduce customer service into a company’s culture?
  2. If you don’t directly interact with a customer, how do you impact their experience?
  3. How can you start a customer experience (CX) movement?
  4. How can employees engage with executives?

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

Name*
This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA