Customer Service: It Takes More


by Martha Brooke | August 1, 2011

An often-cited statistic is that 80% of CEOs believe they deliver a superior customer experience, yet only 8% of their customers agree. With an equally-alarming ACSI score of 77, it’s fair to wonder: are you sure you know what’s going on with your CX—is it possible you’re missing something?
Back to Insights

HubSpot’s 10 Commandments of Customer Service covers some of the standards of good customer service, and that’s OK. But it’s not interaction thinking. If you have higher standards, if your goal is for customer service to function as a corporate asset, you need a lot more than that. The best customer service has:

1- Personalization. Take listening and paying attention up a notch by training your CSRs to pay attention to individual customers’ needs. A rushed businessman who only has 5 minutes to solve a problem should be given quick, concise answers while a confused newbie may need more gentle, patient coaching.

2- An unexpected element. The best way to get a customer to remember you is to do something they’ve never seen before.

3- Uniqueness. Do or say something that no other company could offer. Something as simple as “at HubSpot, we are always trying to improve our services, so if something is not working, we definitely want to hear about it” could change your customer’s perception of your brand.

Let's Discuss Customer Listening:

Don't forget your name
Don't forget your company
Required format: bob@example.com
Click here if you're not a robot.

Don't forget to check the box above. It helps us prevent spam.