and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Turning Happy Customers into Brand Advocates – Featuring Guest Michael Redbord
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
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.
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.
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