HOW TO IMPROVE THE CUSTOMER SERVICE EXPERIENCE

Tips on how to improve your business' customer service experience by Michael Redbord

Get honest and real with yourself about your company's customer service experience
SAS is software as a service
 If you're really good at keeping customers, you can spend more to get customers
Hubspot gives away a ton of "how to" tools, knowledge, even some pieces of software to help folks grow and to run better businesses
Service and customers can open up new revenue streams
I think the better way you can grow is by closing that gap in the bottom of your bucket as opposed to pouring more In the top

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HOW TO IMPROVE THE CUSTOMER SERVICE EXPERIENCE

With Michael Redbord from HubSpot. Get honest and real with yourself about your company's customer experience

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Doug: Welcome back, listeners, to another episode of Real Marketing, Real Fast. Today, we're in for a real treat. We've got a market leader in the SAS space the software as a service space that's going to help you increase your customer value. If you're really good at keeping customers, you can spend more to get customers, it's simple math. If your customer value goes up, everyone in your sales and marketing gets a raise and a bigger budget to go after new ones. So if your sales and marketing leaders want to raise bigger budgets, they need to make more noise and greater investments in customer service.

Michael Redbord, General Manager of Service Hub at HubSpot has helped scale the support and success teams from a startup to a publicly traded SAS juggernaut. As a noted writer and speaker and leader, Michael is ready to share his vision and experience at HubSpot with us to help you envision what it looks like for your business. So here's the big hint, it's all about the customer.

So welcome to the Real Marketing Podcast today.

Michael: Thanks so much, Doug. I'm really, really excited to be here, talk a little marketing, talk a little customer, talk a lot about growth.

Doug: I think there's nobody that's listening to this is going to complain about having more growth in your business.

So is there anything I left out in your bio, an introduction that you'll like to share with us?

Michael: Nah. I think it was a pretty good summary. I think a lot of the listeners are probably familiar with HubSpot as a marketing, sales software company, and now a service software company. I've been at HubSpot for eight years which like you said was from a little baby kind of startup company now to a larger publicly trading company and have seen a lot of stages of growth. We solved a lot in terms of how to grow, how to acquire customers, then of course how to keep your customers happy so that you can grow better. So I think you got it.

Doug: Well I think that anyone who is online recognizes you guys as leaders, in terms of generosity of information, the tips and the valuable content that you share to education customers.

Michael: Yeah. That's something that we've just put in a lot of effort to and it's something that's really inner DNA. It's part of what we call inbound marketing, where drawing people in. We give away a ton of how to tools, knowledge, even some pieces of software, right, to help folks grow and to run better businesses. That's just absolutely core to how we think about growth at HubSpot.

Doug: And I'm excited is that I shared just before we got a recording to be a new HubSpot customer with a chairman's club, a new product we're working on. I will be going deep dive into the software, to make sure we're maximizing the value for the products t...