HubSpot Academy Inbound Certification Notes Part 10 Pillars of Delight

Mike Schiemer Michael J Schiemer HubSpot Inbound Academy Certified Marketer

Welcome back to the final part of my note guide on the HubSpot Academy Inbound Certification section on the Pillars of Delight. If your business is not delighting visitors and customers, you will not be nearly as successful.

PART 1 | PART 2 | PART 3 | PART 4 | PART 5
PART 6 | PART 7 | PART 8 | PART 9


Mike Schiemer Michael J Schiemer HubSpot Inbound Academy Certified Marketer



"Customer Service shouldn't just be a department, it should be the entire company." -Tony Hsieh, CEO of Zappos

ATTRACT - CONVERT - CLOSE - DELIGHT

Delighted customers promote your business and help attract other visitors to your business.

Companies need to spend more on current customers vs finding new customers. Integrate Customer Service throughout company and reduce churn, gain referrals and ambassadors.


"Customer Service is the new marketing. "

-Steve Cannon, President & CEO of Mercedes-Benz USA

3 Pillars of Delight:

Build trust through every interaction you have with people.

1) Innovation: 
-Innovate to better serve customer goals and needs
-Improve all aspects of Customer Experience

2) Communication:
-Foster positive personal communication w/ leads & customers
-Build trust and become an adviser, teacher, facilitator

3) Education:
-Empowering people is better than ignoring people
-Educate w/ content. Everyone in company should delight!


"Success lies in the eyes of the customer"

Mike Schiemer Michael J Schiemer HubSpot Inbound Academy Certified Marketer


7 Guidelines of Customer Delight:

1) Delight Coworkers & Team Members

Hiring Methodology
a) Skills 
b) Culture Fit
c) Beliefs
d) Past Experiences
e) Their Ideas

2) Educating Team Members

3) Empowering Team Members 
- Principles, Personality, Trust, Autonomy

4) Listening
-80% Listening / 20% Talking
-Acknowledge & Repeat to Customer
-Show empathy and use the product yourself, understand experience.
-Social media monitoring, interaction, data analysis
-Collect qualitative and quantitative data pre-sale and post-sale with automatic and manual methods
-Use data to better understand how to better serve customers through communication, education, innovative product changes

5) Asking: Open Questions, Peel Back Onion 

6) Serve Everyone
-If you lead by serving others, they will serve you back
Educate: Empower visitors and customers

7) Follow Up: Over-deliver and enjoy possible reciprocity 
Email workflows or process to check-in by phone


Every single interaction large or small is important!

"It's not what you say, but how you make them feel that creates a lasting relationship."

Mike Schiemer Michael J Schiemer HubSpot Inbound Academy Certified Marketer

Congrats on reading all 10 Steps of my note guide! You are ready to take the HubSpot Academy Inbound Certification Test! Good Luck Fellow Inbound Marketer!



Mike Schiemer Michael J Schiemer HubSpot Inbound Academy Certified Marketer


Also: Get Your Google Analytics Certification

Also: Get Your HootSuite University Certification

Best Of Luck In Business To You All!

HubSpotter Mike Schiemer Michael J Schiemer HubSpot Inbound Academy Certified Marketer


Michael J. Schiemer of Schiemer Consulting
Enthusiastic Entrepreneur & Owner of Frugal Business 
Digital Marketing, Social Media, & Entrepreneurship on a Budget
Bootstrap Business: Money - Marketing - Motivation
HubSpot Academy & HootSuite University Certified Marketer
Mike Schiemer Builds Better Business

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