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. You don't have to be HubSpot royalty like CEO Brian Halligan or CTO Dharmesh Shah to go beyond the regular level of customer service so read on for great tips! If you haven't read them yet, here are the previous 9 steps in the Bootstrap Business HubSpot Academy Inbound Certification Guide:
"Customer Service shouldn't just be a department, it should be the entire company." -Tony Hsieh, CEO of Zappos
ATTRACT - CONVERT - CLOSE - DELIGHT
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.
-Innovate to better serve customer goals and needs
-Improve all aspects of Customer Experience
-Foster positive personal communication w/ leads & customers
-Build trust and become an adviser, teacher, facilitator
-Empowering people is better than ignoring people
-Educate w/ content. Everyone in company should delight!
"Success lies in the eyes of the customer"
7 Guidelines of Customer Delight:
b) Culture Fit
d) Past Experiences
e) Their Ideas
2) Educating Team Members
3) Empowering Team Members
- Principles, Personality, Trust, Autonomy
-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."
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!
Also: Get Your Google Analytics Certification
Also: Get Your HootSuite University Certification
Best Of Luck In Business To You All!
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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