SlideShare ist ein Scribd-Unternehmen logo
1 von 76
Downloaden Sie, um offline zu lesen
Inbound Certification
Brought to you by HubSpot Academy
The Pillars of Delight
Professor: Mark Kilens
CLASS 12
1
WHY CUSTOMER
DELIGHT IS SO
IMPORTANT
Inbound Certification Class 12: The Pillars of Delight
Inbound Certification Class 12: The Pillars of Delight
Most businesses spend the majority of their
money and time on acquiring customers.
Inbound Certification Class 12: The Pillars of Delight
Inbound Certification Class 12: The Pillars of Delight
The best table.
8%of companies surveyed said they currently provide a
‘very integrated’ customer experience.
SOURCE: Econsultancy/CACI Integrated Customer Experience Report.
“Customer service shouldn’t just be
a department, it should be the
entire company.”
- Tony Hsieh, CEO of Zappos
58%of companies say they are just now developing a strategy
for delivering an integrated customer experience.
SOURCE: Econsultancy/CACI Integrated Customer Experience Report.
65%of consumers surveyed said they’ve cut ties with a brand
over a single poor customer service experience.
SOURCE: 2014 Parature State of Multichannel Customer Service Survey
“Customer Experience is the new marketing. If you don’t have
a passionate, committed executive leadership team … you
won’t get out of the gate unless you have that. It’s the most
important thing we do. We have the most demanding
customers on the planet. Customer Experience better be at the
top of your list when it comes to priorities in your organization.”
- Steve Cannon, President & CEO of Mercedes-Benz USA
Mercedes Benz CEO: Customer Experience is the New Marketing
2HOW TO DELIGHT
YOUR CUSTOMERS.
Building trust
is core to
customer delight.
Customer delight is not just a
post-sale activity.
Delight should be a priority both pre- and post-sale. Trust can be built at every interaction.
1 Innovation
2 Communication
3 Education
THE THREE PILLARS OF DELIGHT
INNOVATION
Change is better than the status quo.
Innovate to serve people with the right products.
COMMUNICATION
Personal is better than impersonal.
Communicate to help people.
EDUCATION
Empowering is better than ignoring.
Educate people to grow their knowledge.
‘It’s everyone’s job to
delight customers.’
@MarkKilens
“If we all have a shared and beneficial outcome in
serving our customer, we have a unified place
where all our interests converge. Success is not
defined by our own personal and business line
goals; success is in the eyes of the customer.”
- General John E. Michel
10 Leadership Lessons From U.S. Commanding General John E. Michel – Huffington Post
The customer's
experience is
formed by
every interaction.
82%of consumers say the number one factor that leads to a
great customer service experience is having their issues
resolved quickly.
SOURCE: Live Person
Solve problems
Be yourself
THE CUSTOMER DELIGHT CHECKLIST
Provide recommendations
Team members should be problem solvers.
THE SEVEN CUSTOMER
DELIGHT GUIDELINES.3
WHEN SHOULD YOU START TO FOCUS
ON BUILDING TRUST WITH PEOPLE?
A. From the very first moment someone interacts with
your business
B. From the moment they become a customer
C. At the beginning of the sales process
D. After they have used your product or service
WHEN SHOULD YOU START TO FOCUS
ON BUILDING TRUST WITH PEOPLE?
A. From the very first moment someone interacts with
your business
B. From the moment they become a customer
C. At the beginning of the sales process
D. After they have used your product or service
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
“Customers will never
love a company until the
employees love it first.”
-Simon Sinek
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Your hiring methodology
is critical to delighting
your customers.
CREATE A HIRING
METHODOLOGY
• Skills
• Culture fit
• Beliefs
• Experience
• Ideas
Test for Culture Fit
Create a set of culture-specific interview questions,
have the interviewee meet with multiple people, and
create pre-hire culture immersion experiences.
Hire for character,
train for skill.
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Every small interaction makes a difference,
because they create the larger experience.
• Team members should be using your product or service
• Implement a new hire training program
• Develop on-going training programs
• Educate them by doing, not by way of lecture or presentation
• Share stories of what great customer service resembles
• Share examples of what solving for the customer looks like
• Everyone at your business should be educating other team members
HOW YOU CAN EDUCATE TEAM MEMBERS
Looking for more?
Get the full class experience and more
with the free Inbound Certification.
Mercedes Benz invited all of their 23,000 team members
to drive their cars and attend immersion sessions to learn
about the company’s history and manufacturing.
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Develop principles that your
team members live by.
Principles create autonomy and empower people to make
decisions on their own.
• Execute with excellence
• Educate with passion
• Create a consistent learning experience
• Seek out company-wide collaboration
• Provide outstanding customer service
• Always be learning
• Never settle
* Stay weird
HUBSPOT ACADEMY PRINCIPLES
Let the personalities of your team
members shine through.
You hired them correctly, so set them free.
Your team members are
the face of your business.
happen when team members exceed expectations by going
above and beyond a typical recommendation.
MAGIC MOMENTS
Inbound Certification Class 12: The Pillars of Delight
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Silence is
your friend.
Follow the 80/20 rule.
Listen,
acknowledge,
and empathize.
USE SOCIAL MONITORING AS A LISTENING TOOL
Measure and track
all interactions.
This will help you improve the
customer experience.
Why data?
Data improves how you execute
the pillars of delight and ensures
you’re always challenging
the status quo.
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Go exploring with customers.
Ask questions to learn more about their problem or goal.
Pay attention to verbal
and non-verbal communication.
Facial expressions, vocal rhythm, and body language will help you
better understand the person’s problem or question.
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Your priority should
be to serve people.
Serve your website visitors, leads, customers,
promoters – and most importantly, your team members.
Everyone at your business should be able to
identify a customer by their persona.
“The businesses who
are the best educators
will be the most
successful.”
@MarkKilens
Serve, delight, and educate with content.
Companies who excel at educational content:
• Apple: In-person and online
• Home Depot: In-person and online
• Whole Foods: In-person and online
• Williams-Sonoma: Online
• Wistia: Online
WILLIAMS-SONOMA
HOME DEPOT
HUBSPOT CUSTOMER STORIES
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Resolve all of
their problems.
Be on time.
Set the right time expectations and
don’t take longer than you promised.
USE RECIPROCITY
Respond to one positive action with another.
Use email workflows to follow-up
with customers after they purchase.
HUBSPOT & SURVEYMONKEY
• Net promoter score
• Buyer persona data
• Event feedback
It's not what you say, but
how you make them feel
that creates a lasting relationship.
1 Delighting team members
2 Educating team members
3 Empowering team members
4 Listening
5 Asking
6 Serving
7 Following up
THE SEVEN CUSTOMER DELIGHT GUIDELINES
Ready for more?
Get the full class experience and more
with the free Inbound Certification.
GET INBOUND CERTIFIED.
START TODAY
Inbound Certification
Brought to you by HubSpot Academy

Weitere ähnliche Inhalte

Was ist angesagt?

Inbound Certification Class 11: Taking Your Sales Process Inbound
Inbound Certification Class 11: Taking Your Sales Process InboundInbound Certification Class 11: Taking Your Sales Process Inbound
Inbound Certification Class 11: Taking Your Sales Process InboundHubSpot Academy
 
4 Pillars of Retail Engagement
4 Pillars of Retail Engagement4 Pillars of Retail Engagement
4 Pillars of Retail EngagementEdahn Small
 
3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric Organization3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric OrganizationG3 Communications
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer ExperienceBrian Kalma
 
Customer Care 5 Predictions for 2017
Customer Care 5 Predictions for 2017Customer Care 5 Predictions for 2017
Customer Care 5 Predictions for 2017Vipul Srivastav
 
The Science & Soul of Conversion
The Science & Soul of Conversion The Science & Soul of Conversion
The Science & Soul of Conversion Growth Hacking Asia
 
4 Tactics to Take Market Share
4 Tactics to Take Market Share4 Tactics to Take Market Share
4 Tactics to Take Market ShareASI
 
5 Steps Guide to Building a Customer Centric Company
5 Steps Guide to Building a Customer Centric Company5 Steps Guide to Building a Customer Centric Company
5 Steps Guide to Building a Customer Centric CompanyCustomericare
 
Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...
Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...
Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...Carla Johnson
 
Effective Low Cost Marketing
Effective Low Cost MarketingEffective Low Cost Marketing
Effective Low Cost MarketingEnterprise4All
 
Why "SMarketing" Matters
Why "SMarketing" MattersWhy "SMarketing" Matters
Why "SMarketing" MattersUberflip
 
Improve each stage of your sales cycle and boost sales numbers with these eff...
Improve each stage of your sales cycle and boost sales numbers with these eff...Improve each stage of your sales cycle and boost sales numbers with these eff...
Improve each stage of your sales cycle and boost sales numbers with these eff...Zoho SalesIQ
 
Building a Revenue Engine: Demand Gen, Funnels and Smarketing
Building a Revenue Engine: Demand Gen, Funnels and SmarketingBuilding a Revenue Engine: Demand Gen, Funnels and Smarketing
Building a Revenue Engine: Demand Gen, Funnels and SmarketingHana Abaza
 
The importance of the human touch to lead nurturing
The importance of the human touch to lead nurturingThe importance of the human touch to lead nurturing
The importance of the human touch to lead nurturingZoho SalesIQ
 
100 Sales Tips for 2014 Salesforce ebook
100 Sales Tips for 2014 Salesforce ebook100 Sales Tips for 2014 Salesforce ebook
100 Sales Tips for 2014 Salesforce ebookMiguel Spencer
 

Was ist angesagt? (20)

The Inbound Sales Methodology
The Inbound Sales MethodologyThe Inbound Sales Methodology
The Inbound Sales Methodology
 
Inbound Certification Class 11: Taking Your Sales Process Inbound
Inbound Certification Class 11: Taking Your Sales Process InboundInbound Certification Class 11: Taking Your Sales Process Inbound
Inbound Certification Class 11: Taking Your Sales Process Inbound
 
Customer Experience Workshop
Customer Experience WorkshopCustomer Experience Workshop
Customer Experience Workshop
 
High conversion secrets
High conversion secretsHigh conversion secrets
High conversion secrets
 
4 Pillars of Retail Engagement
4 Pillars of Retail Engagement4 Pillars of Retail Engagement
4 Pillars of Retail Engagement
 
DH Breakout Sessions Menu
DH Breakout Sessions MenuDH Breakout Sessions Menu
DH Breakout Sessions Menu
 
Mastering Customer Centricity
Mastering Customer CentricityMastering Customer Centricity
Mastering Customer Centricity
 
3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric Organization3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric Organization
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer Experience
 
Customer Care 5 Predictions for 2017
Customer Care 5 Predictions for 2017Customer Care 5 Predictions for 2017
Customer Care 5 Predictions for 2017
 
The Science & Soul of Conversion
The Science & Soul of Conversion The Science & Soul of Conversion
The Science & Soul of Conversion
 
4 Tactics to Take Market Share
4 Tactics to Take Market Share4 Tactics to Take Market Share
4 Tactics to Take Market Share
 
5 Steps Guide to Building a Customer Centric Company
5 Steps Guide to Building a Customer Centric Company5 Steps Guide to Building a Customer Centric Company
5 Steps Guide to Building a Customer Centric Company
 
Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...
Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...
Bringing the Story to Life: Why and How to Build Internal Audiences that Crea...
 
Effective Low Cost Marketing
Effective Low Cost MarketingEffective Low Cost Marketing
Effective Low Cost Marketing
 
Why "SMarketing" Matters
Why "SMarketing" MattersWhy "SMarketing" Matters
Why "SMarketing" Matters
 
Improve each stage of your sales cycle and boost sales numbers with these eff...
Improve each stage of your sales cycle and boost sales numbers with these eff...Improve each stage of your sales cycle and boost sales numbers with these eff...
Improve each stage of your sales cycle and boost sales numbers with these eff...
 
Building a Revenue Engine: Demand Gen, Funnels and Smarketing
Building a Revenue Engine: Demand Gen, Funnels and SmarketingBuilding a Revenue Engine: Demand Gen, Funnels and Smarketing
Building a Revenue Engine: Demand Gen, Funnels and Smarketing
 
The importance of the human touch to lead nurturing
The importance of the human touch to lead nurturingThe importance of the human touch to lead nurturing
The importance of the human touch to lead nurturing
 
100 Sales Tips for 2014 Salesforce ebook
100 Sales Tips for 2014 Salesforce ebook100 Sales Tips for 2014 Salesforce ebook
100 Sales Tips for 2014 Salesforce ebook
 

Andere mochten auch

The Fundamentals of Blogging
The Fundamentals of BloggingThe Fundamentals of Blogging
The Fundamentals of BloggingHubSpot
 
Cultivating Happy Customers
Cultivating Happy CustomersCultivating Happy Customers
Cultivating Happy CustomersHubSpot
 
Amplifying Your Content with Social Media
Amplifying Your Content with Social MediaAmplifying Your Content with Social Media
Amplifying Your Content with Social MediaHubSpot
 
The Anatomy of a Landing Page
The Anatomy of a Landing PageThe Anatomy of a Landing Page
The Anatomy of a Landing PageHubSpot
 
Inbound Marketing Cheat Sheet
Inbound Marketing Cheat SheetInbound Marketing Cheat Sheet
Inbound Marketing Cheat SheetC.Y Wong
 
Simple steps to customer delight
Simple steps to customer delightSimple steps to customer delight
Simple steps to customer delightStephanie Orange
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer ServiceSales Progress
 
Introduction to android 2
Introduction to android 2Introduction to android 2
Introduction to android 2Jawad Mohmand
 
The Anatomy of Delight - What Makes a Great Digital Experience?
The Anatomy of Delight - What Makes a Great Digital Experience?The Anatomy of Delight - What Makes a Great Digital Experience?
The Anatomy of Delight - What Makes a Great Digital Experience?Colin Greenwood
 
Googe+ and the Church
Googe+ and the ChurchGooge+ and the Church
Googe+ and the ChurchEnoch Appiah
 
Customer Delight
Customer DelightCustomer Delight
Customer DelightDINESH GERA
 
Measuring the Success of Your Blog Through Content, Social Media, and Analytics
Measuring the Success of Your Blog Through Content, Social Media, and AnalyticsMeasuring the Success of Your Blog Through Content, Social Media, and Analytics
Measuring the Success of Your Blog Through Content, Social Media, and AnalyticsEmily
 

Andere mochten auch (14)

The Fundamentals of Blogging
The Fundamentals of BloggingThe Fundamentals of Blogging
The Fundamentals of Blogging
 
Cultivating Happy Customers
Cultivating Happy CustomersCultivating Happy Customers
Cultivating Happy Customers
 
Amplifying Your Content with Social Media
Amplifying Your Content with Social MediaAmplifying Your Content with Social Media
Amplifying Your Content with Social Media
 
The Anatomy of a Landing Page
The Anatomy of a Landing PageThe Anatomy of a Landing Page
The Anatomy of a Landing Page
 
Inbound Marketing Cheat Sheet
Inbound Marketing Cheat SheetInbound Marketing Cheat Sheet
Inbound Marketing Cheat Sheet
 
Simple steps to customer delight
Simple steps to customer delightSimple steps to customer delight
Simple steps to customer delight
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer Service
 
Introduction to android 2
Introduction to android 2Introduction to android 2
Introduction to android 2
 
The Anatomy of Delight - What Makes a Great Digital Experience?
The Anatomy of Delight - What Makes a Great Digital Experience?The Anatomy of Delight - What Makes a Great Digital Experience?
The Anatomy of Delight - What Makes a Great Digital Experience?
 
Googe+ and the Church
Googe+ and the ChurchGooge+ and the Church
Googe+ and the Church
 
Email Marketing Tips
Email Marketing TipsEmail Marketing Tips
Email Marketing Tips
 
Customer Delight
Customer DelightCustomer Delight
Customer Delight
 
Measuring the Success of Your Blog Through Content, Social Media, and Analytics
Measuring the Success of Your Blog Through Content, Social Media, and AnalyticsMeasuring the Success of Your Blog Through Content, Social Media, and Analytics
Measuring the Success of Your Blog Through Content, Social Media, and Analytics
 
SEO Performance Report
SEO Performance ReportSEO Performance Report
SEO Performance Report
 

Ähnlich wie Inbound Certification Class 12: The Pillars of Delight

Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...Sorin Magureanu
 
Mark Kilens - The Pillars of Delight - SDINBOUND Meetup
Mark Kilens - The Pillars of Delight - SDINBOUND MeetupMark Kilens - The Pillars of Delight - SDINBOUND Meetup
Mark Kilens - The Pillars of Delight - SDINBOUND MeetupSDInbound
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service Newguest665fc089
 
The Evolution of Support: How to Manage Customer Support in an Era of Self-help
The Evolution of Support: How to Manage Customer Support in an Era of Self-helpThe Evolution of Support: How to Manage Customer Support in an Era of Self-help
The Evolution of Support: How to Manage Customer Support in an Era of Self-helpErin Washington
 
Glenbrook Learning Recognition
Glenbrook Learning RecognitionGlenbrook Learning Recognition
Glenbrook Learning RecognitionAlex Cloutier
 
A to Z of Customer Experience
A to Z of Customer ExperienceA to Z of Customer Experience
A to Z of Customer ExperienceMark Conway
 
PGA of Ontario - Human Resource Leadership for the Golf Industry
PGA of Ontario - Human Resource Leadership for the Golf IndustryPGA of Ontario - Human Resource Leadership for the Golf Industry
PGA of Ontario - Human Resource Leadership for the Golf IndustryMark Thompson
 
OGSA - Attract, Select, Train and Retain, A Great Team - McKinley Solutions
OGSA -  Attract, Select, Train and Retain, A Great Team - McKinley SolutionsOGSA -  Attract, Select, Train and Retain, A Great Team - McKinley Solutions
OGSA - Attract, Select, Train and Retain, A Great Team - McKinley SolutionsMcKinley Solutions
 
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...Business Survival Strategies: Why a Human-Centric Approach to Your Business i...
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...Spodek & Co.
 
Your Core Ideal, Key Words and Phrases and Big Message
Your Core Ideal, Key Words and Phrases and Big MessageYour Core Ideal, Key Words and Phrases and Big Message
Your Core Ideal, Key Words and Phrases and Big MessageAndrew Priestley
 
Mastering client attraction coaching programme preview
Mastering client attraction coaching programme previewMastering client attraction coaching programme preview
Mastering client attraction coaching programme previewSusan Tomlinson
 
1ketoan.com - Khách hàng Marketing trực tiếp
1ketoan.com - Khách hàng Marketing trực tiếp1ketoan.com - Khách hàng Marketing trực tiếp
1ketoan.com - Khách hàng Marketing trực tiếpDchvKTonThu1ketoan
 
Principles to increase customer loyalty
Principles to increase customer loyaltyPrinciples to increase customer loyalty
Principles to increase customer loyaltyKHOURY George
 
Principles to increase customer loyalty
Principles to increase customer loyaltyPrinciples to increase customer loyalty
Principles to increase customer loyaltyKHOURY George
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer ServiceTim Hagen
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer ServiceTim Hagen
 
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Practical Strategies to Address the Top 10 Issues Facing Banks TodayPractical Strategies to Address the Top 10 Issues Facing Banks Today
Practical Strategies to Address the Top 10 Issues Facing Banks TodayIntegrity Solutions
 

Ähnlich wie Inbound Certification Class 12: The Pillars of Delight (20)

Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
 
Mark Kilens - The Pillars of Delight - SDINBOUND Meetup
Mark Kilens - The Pillars of Delight - SDINBOUND MeetupMark Kilens - The Pillars of Delight - SDINBOUND Meetup
Mark Kilens - The Pillars of Delight - SDINBOUND Meetup
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service New
 
The Evolution of Support: How to Manage Customer Support in an Era of Self-help
The Evolution of Support: How to Manage Customer Support in an Era of Self-helpThe Evolution of Support: How to Manage Customer Support in an Era of Self-help
The Evolution of Support: How to Manage Customer Support in an Era of Self-help
 
Glenbrook Learning Recognition
Glenbrook Learning RecognitionGlenbrook Learning Recognition
Glenbrook Learning Recognition
 
A to Z of Customer Experience
A to Z of Customer ExperienceA to Z of Customer Experience
A to Z of Customer Experience
 
PGA of Ontario - Human Resource Leadership for the Golf Industry
PGA of Ontario - Human Resource Leadership for the Golf IndustryPGA of Ontario - Human Resource Leadership for the Golf Industry
PGA of Ontario - Human Resource Leadership for the Golf Industry
 
Golden Apple Folder (1)
Golden Apple Folder (1)Golden Apple Folder (1)
Golden Apple Folder (1)
 
OGSA - Attract, Select, Train and Retain, A Great Team - McKinley Solutions
OGSA -  Attract, Select, Train and Retain, A Great Team - McKinley SolutionsOGSA -  Attract, Select, Train and Retain, A Great Team - McKinley Solutions
OGSA - Attract, Select, Train and Retain, A Great Team - McKinley Solutions
 
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...Business Survival Strategies: Why a Human-Centric Approach to Your Business i...
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...
 
7 Methods for Highly Effective
7 Methods for Highly Effective7 Methods for Highly Effective
7 Methods for Highly Effective
 
Your Core Ideal, Key Words and Phrases and Big Message
Your Core Ideal, Key Words and Phrases and Big MessageYour Core Ideal, Key Words and Phrases and Big Message
Your Core Ideal, Key Words and Phrases and Big Message
 
Mastering client attraction coaching programme preview
Mastering client attraction coaching programme previewMastering client attraction coaching programme preview
Mastering client attraction coaching programme preview
 
1ketoan.com - Khách hàng Marketing trực tiếp
1ketoan.com - Khách hàng Marketing trực tiếp1ketoan.com - Khách hàng Marketing trực tiếp
1ketoan.com - Khách hàng Marketing trực tiếp
 
DDVskills
DDVskillsDDVskills
DDVskills
 
Principles to increase customer loyalty
Principles to increase customer loyaltyPrinciples to increase customer loyalty
Principles to increase customer loyalty
 
Principles to increase customer loyalty
Principles to increase customer loyaltyPrinciples to increase customer loyalty
Principles to increase customer loyalty
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer Service
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer Service
 
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Practical Strategies to Address the Top 10 Issues Facing Banks TodayPractical Strategies to Address the Top 10 Issues Facing Banks Today
Practical Strategies to Address the Top 10 Issues Facing Banks Today
 

Kürzlich hochgeladen

What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...
What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...
What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...Sophie Logan
 
Harnessing Social Media for Marketing Growth
Harnessing Social Media for Marketing GrowthHarnessing Social Media for Marketing Growth
Harnessing Social Media for Marketing Growthabinashdm2014
 
Friends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptx
Friends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptxFriends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptx
Friends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptxGregory Edwards
 
Crafting High-Converting eCommerce Landing Pages
Crafting High-Converting eCommerce Landing PagesCrafting High-Converting eCommerce Landing Pages
Crafting High-Converting eCommerce Landing PagesVWO
 
Podvertise.fm - Founder.University - Pitch Deck 2024
Podvertise.fm - Founder.University - Pitch Deck 2024Podvertise.fm - Founder.University - Pitch Deck 2024
Podvertise.fm - Founder.University - Pitch Deck 2024Nedko Nedkov
 
2024 Google SERP Features: New Strategies To Gain Visibility
2024 Google SERP Features: New Strategies To Gain Visibility2024 Google SERP Features: New Strategies To Gain Visibility
2024 Google SERP Features: New Strategies To Gain VisibilitySearch Engine Journal
 
Voltas turnaround strategy management case
Voltas turnaround strategy management caseVoltas turnaround strategy management case
Voltas turnaround strategy management caseAnkit Sarkar
 
Unifying feature management with experiments - Server Side Webinar (1).pdf
Unifying feature management with experiments - Server Side Webinar (1).pdfUnifying feature management with experiments - Server Side Webinar (1).pdf
Unifying feature management with experiments - Server Side Webinar (1).pdfVWO
 
SEO Trends in 2024: What You Need to Know to Succeed
SEO Trends in 2024: What You Need to Know to SucceedSEO Trends in 2024: What You Need to Know to Succeed
SEO Trends in 2024: What You Need to Know to SucceedMumbai Pixels
 
Friends of Search Future Proof Accounts.pptx
Friends of Search Future Proof Accounts.pptxFriends of Search Future Proof Accounts.pptx
Friends of Search Future Proof Accounts.pptxNavah Hopkins
 
Run more experiments with fewer resources
Run more experiments with fewer resourcesRun more experiments with fewer resources
Run more experiments with fewer resourcesVWO
 
Digital Marketing Services like SEO, SMM, SEM
Digital Marketing Services like SEO, SMM, SEMDigital Marketing Services like SEO, SMM, SEM
Digital Marketing Services like SEO, SMM, SEMNazal Digital
 
Podvertise.fm - Podcast Advertising Marketplace - Startup Pitch Deck
Podvertise.fm - Podcast Advertising Marketplace - Startup Pitch DeckPodvertise.fm - Podcast Advertising Marketplace - Startup Pitch Deck
Podvertise.fm - Podcast Advertising Marketplace - Startup Pitch DeckNedko Nedkov
 
A_B Testing Personalized Meditation Recommendations.pdf
A_B Testing Personalized Meditation Recommendations.pdfA_B Testing Personalized Meditation Recommendations.pdf
A_B Testing Personalized Meditation Recommendations.pdfVWO
 
Advertising and public relations, Role and Impact
Advertising and public relations, Role and ImpactAdvertising and public relations, Role and Impact
Advertising and public relations, Role and ImpactMuhammad Junaid
 
A navigation of two creative processes Study
A navigation of two creative processes StudyA navigation of two creative processes Study
A navigation of two creative processes Studystuwilson.co.uk
 
Content drivers for global brands: new innovative paths for your branded cont...
Content drivers for global brands: new innovative paths for your branded cont...Content drivers for global brands: new innovative paths for your branded cont...
Content drivers for global brands: new innovative paths for your branded cont...Vanksen
 
Digital Marketing Analytics: Driving Hotel Success (2016 May report)
Digital Marketing Analytics: Driving Hotel Success (2016 May report)Digital Marketing Analytics: Driving Hotel Success (2016 May report)
Digital Marketing Analytics: Driving Hotel Success (2016 May report)yaeyukimoto
 
TAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdf
TAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdfTAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdf
TAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdfSocial Samosa
 
Top 15 Emerging Technologies for the Modern World
Top 15 Emerging Technologies for the Modern WorldTop 15 Emerging Technologies for the Modern World
Top 15 Emerging Technologies for the Modern WorldD Cloud Solutions
 

Kürzlich hochgeladen (20)

What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...
What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...
What's Happening with Your Microsoft Advertising's Search Campaigns? - Sophie...
 
Harnessing Social Media for Marketing Growth
Harnessing Social Media for Marketing GrowthHarnessing Social Media for Marketing Growth
Harnessing Social Media for Marketing Growth
 
Friends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptx
Friends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptxFriends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptx
Friends of Search '24 - Scaling SEO_ Lessons for All Types of Sites.pptx
 
Crafting High-Converting eCommerce Landing Pages
Crafting High-Converting eCommerce Landing PagesCrafting High-Converting eCommerce Landing Pages
Crafting High-Converting eCommerce Landing Pages
 
Podvertise.fm - Founder.University - Pitch Deck 2024
Podvertise.fm - Founder.University - Pitch Deck 2024Podvertise.fm - Founder.University - Pitch Deck 2024
Podvertise.fm - Founder.University - Pitch Deck 2024
 
2024 Google SERP Features: New Strategies To Gain Visibility
2024 Google SERP Features: New Strategies To Gain Visibility2024 Google SERP Features: New Strategies To Gain Visibility
2024 Google SERP Features: New Strategies To Gain Visibility
 
Voltas turnaround strategy management case
Voltas turnaround strategy management caseVoltas turnaround strategy management case
Voltas turnaround strategy management case
 
Unifying feature management with experiments - Server Side Webinar (1).pdf
Unifying feature management with experiments - Server Side Webinar (1).pdfUnifying feature management with experiments - Server Side Webinar (1).pdf
Unifying feature management with experiments - Server Side Webinar (1).pdf
 
SEO Trends in 2024: What You Need to Know to Succeed
SEO Trends in 2024: What You Need to Know to SucceedSEO Trends in 2024: What You Need to Know to Succeed
SEO Trends in 2024: What You Need to Know to Succeed
 
Friends of Search Future Proof Accounts.pptx
Friends of Search Future Proof Accounts.pptxFriends of Search Future Proof Accounts.pptx
Friends of Search Future Proof Accounts.pptx
 
Run more experiments with fewer resources
Run more experiments with fewer resourcesRun more experiments with fewer resources
Run more experiments with fewer resources
 
Digital Marketing Services like SEO, SMM, SEM
Digital Marketing Services like SEO, SMM, SEMDigital Marketing Services like SEO, SMM, SEM
Digital Marketing Services like SEO, SMM, SEM
 
Podvertise.fm - Podcast Advertising Marketplace - Startup Pitch Deck
Podvertise.fm - Podcast Advertising Marketplace - Startup Pitch DeckPodvertise.fm - Podcast Advertising Marketplace - Startup Pitch Deck
Podvertise.fm - Podcast Advertising Marketplace - Startup Pitch Deck
 
A_B Testing Personalized Meditation Recommendations.pdf
A_B Testing Personalized Meditation Recommendations.pdfA_B Testing Personalized Meditation Recommendations.pdf
A_B Testing Personalized Meditation Recommendations.pdf
 
Advertising and public relations, Role and Impact
Advertising and public relations, Role and ImpactAdvertising and public relations, Role and Impact
Advertising and public relations, Role and Impact
 
A navigation of two creative processes Study
A navigation of two creative processes StudyA navigation of two creative processes Study
A navigation of two creative processes Study
 
Content drivers for global brands: new innovative paths for your branded cont...
Content drivers for global brands: new innovative paths for your branded cont...Content drivers for global brands: new innovative paths for your branded cont...
Content drivers for global brands: new innovative paths for your branded cont...
 
Digital Marketing Analytics: Driving Hotel Success (2016 May report)
Digital Marketing Analytics: Driving Hotel Success (2016 May report)Digital Marketing Analytics: Driving Hotel Success (2016 May report)
Digital Marketing Analytics: Driving Hotel Success (2016 May report)
 
TAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdf
TAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdfTAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdf
TAM AdEx-A Pixelated view into Digital Advertising Trends for Y 2023.pdf
 
Top 15 Emerging Technologies for the Modern World
Top 15 Emerging Technologies for the Modern WorldTop 15 Emerging Technologies for the Modern World
Top 15 Emerging Technologies for the Modern World
 

Inbound Certification Class 12: The Pillars of Delight

  • 1. Inbound Certification Brought to you by HubSpot Academy The Pillars of Delight Professor: Mark Kilens CLASS 12
  • 5. Most businesses spend the majority of their money and time on acquiring customers.
  • 9. 8%of companies surveyed said they currently provide a ‘very integrated’ customer experience. SOURCE: Econsultancy/CACI Integrated Customer Experience Report.
  • 10. “Customer service shouldn’t just be a department, it should be the entire company.” - Tony Hsieh, CEO of Zappos
  • 11. 58%of companies say they are just now developing a strategy for delivering an integrated customer experience. SOURCE: Econsultancy/CACI Integrated Customer Experience Report.
  • 12. 65%of consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience. SOURCE: 2014 Parature State of Multichannel Customer Service Survey
  • 13. “Customer Experience is the new marketing. If you don’t have a passionate, committed executive leadership team … you won’t get out of the gate unless you have that. It’s the most important thing we do. We have the most demanding customers on the planet. Customer Experience better be at the top of your list when it comes to priorities in your organization.” - Steve Cannon, President & CEO of Mercedes-Benz USA Mercedes Benz CEO: Customer Experience is the New Marketing
  • 14. 2HOW TO DELIGHT YOUR CUSTOMERS.
  • 15. Building trust is core to customer delight.
  • 16. Customer delight is not just a post-sale activity. Delight should be a priority both pre- and post-sale. Trust can be built at every interaction.
  • 17. 1 Innovation 2 Communication 3 Education THE THREE PILLARS OF DELIGHT
  • 18. INNOVATION Change is better than the status quo. Innovate to serve people with the right products.
  • 19. COMMUNICATION Personal is better than impersonal. Communicate to help people.
  • 20. EDUCATION Empowering is better than ignoring. Educate people to grow their knowledge.
  • 21. ‘It’s everyone’s job to delight customers.’ @MarkKilens
  • 22. “If we all have a shared and beneficial outcome in serving our customer, we have a unified place where all our interests converge. Success is not defined by our own personal and business line goals; success is in the eyes of the customer.” - General John E. Michel 10 Leadership Lessons From U.S. Commanding General John E. Michel – Huffington Post
  • 23. The customer's experience is formed by every interaction.
  • 24. 82%of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. SOURCE: Live Person
  • 25. Solve problems Be yourself THE CUSTOMER DELIGHT CHECKLIST Provide recommendations
  • 26. Team members should be problem solvers.
  • 28. WHEN SHOULD YOU START TO FOCUS ON BUILDING TRUST WITH PEOPLE? A. From the very first moment someone interacts with your business B. From the moment they become a customer C. At the beginning of the sales process D. After they have used your product or service
  • 29. WHEN SHOULD YOU START TO FOCUS ON BUILDING TRUST WITH PEOPLE? A. From the very first moment someone interacts with your business B. From the moment they become a customer C. At the beginning of the sales process D. After they have used your product or service
  • 30. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 31. “Customers will never love a company until the employees love it first.” -Simon Sinek
  • 32. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 33. Your hiring methodology is critical to delighting your customers.
  • 34. CREATE A HIRING METHODOLOGY • Skills • Culture fit • Beliefs • Experience • Ideas
  • 35. Test for Culture Fit Create a set of culture-specific interview questions, have the interviewee meet with multiple people, and create pre-hire culture immersion experiences.
  • 37. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 38. Every small interaction makes a difference, because they create the larger experience.
  • 39. • Team members should be using your product or service • Implement a new hire training program • Develop on-going training programs • Educate them by doing, not by way of lecture or presentation • Share stories of what great customer service resembles • Share examples of what solving for the customer looks like • Everyone at your business should be educating other team members HOW YOU CAN EDUCATE TEAM MEMBERS
  • 40. Looking for more? Get the full class experience and more with the free Inbound Certification.
  • 41. Mercedes Benz invited all of their 23,000 team members to drive their cars and attend immersion sessions to learn about the company’s history and manufacturing.
  • 42. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 43. Develop principles that your team members live by. Principles create autonomy and empower people to make decisions on their own.
  • 44. • Execute with excellence • Educate with passion • Create a consistent learning experience • Seek out company-wide collaboration • Provide outstanding customer service • Always be learning • Never settle * Stay weird HUBSPOT ACADEMY PRINCIPLES
  • 45. Let the personalities of your team members shine through. You hired them correctly, so set them free.
  • 46. Your team members are the face of your business.
  • 47. happen when team members exceed expectations by going above and beyond a typical recommendation. MAGIC MOMENTS
  • 49. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 52. USE SOCIAL MONITORING AS A LISTENING TOOL
  • 53. Measure and track all interactions. This will help you improve the customer experience.
  • 54. Why data? Data improves how you execute the pillars of delight and ensures you’re always challenging the status quo.
  • 55. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 56. Go exploring with customers. Ask questions to learn more about their problem or goal.
  • 57. Pay attention to verbal and non-verbal communication. Facial expressions, vocal rhythm, and body language will help you better understand the person’s problem or question.
  • 58. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 59. Your priority should be to serve people. Serve your website visitors, leads, customers, promoters – and most importantly, your team members.
  • 60. Everyone at your business should be able to identify a customer by their persona.
  • 61. “The businesses who are the best educators will be the most successful.” @MarkKilens
  • 62. Serve, delight, and educate with content. Companies who excel at educational content: • Apple: In-person and online • Home Depot: In-person and online • Whole Foods: In-person and online • Williams-Sonoma: Online • Wistia: Online
  • 66. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 67. Resolve all of their problems.
  • 68. Be on time. Set the right time expectations and don’t take longer than you promised.
  • 69. USE RECIPROCITY Respond to one positive action with another.
  • 70. Use email workflows to follow-up with customers after they purchase.
  • 71. HUBSPOT & SURVEYMONKEY • Net promoter score • Buyer persona data • Event feedback
  • 72. It's not what you say, but how you make them feel that creates a lasting relationship.
  • 73. 1 Delighting team members 2 Educating team members 3 Empowering team members 4 Listening 5 Asking 6 Serving 7 Following up THE SEVEN CUSTOMER DELIGHT GUIDELINES
  • 74. Ready for more? Get the full class experience and more with the free Inbound Certification.
  • 76. Inbound Certification Brought to you by HubSpot Academy