Shep Hyken\'s Customer Service Blog

Amazing Business Radio: Michael Redbord

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.


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.


  • “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


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?

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