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.
- Redbord shares the five rules of a customer-centric organization.
1) Knowledge of your customer
2) Applying the knowledge
3) Listening and prioritizing
- 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:
- How do you introduce customer service into a company’s culture?
- If you don’t directly interact with a customer, how do you impact their experience?
- How can you start a customer experience (CX) movement?
- How can employees engage with executives?