Companies big and small are struggling to keep their customers through these difficult times. This point has been further exaggerated by the hesitation in various industries who have experienced major shifts. Last week, I attended a webinar from HubSpot that addressed strategies they have implemented to address their customers’ needs through this economic crisis.
Here is a recap of my key takeaways from the webinar and action items you can implement with your team to reenforce your client relationships.
The webinar provided a treasure trove of great information and followed the principles outlined in the Digital Utopia Methodology. Align the 3 P’s in your business - People, Process, and Platform - with your marketing, sales, and especially in this case, service teams.
Treating customers well matters
HubSpot surveyed their customers, and the top responses to what makes someone want to work with a company were how well they treated their customers AND how well they treated their employees.
How can you use the platform your business is built on, like HubSpot, to empower your customers? Are there optimizations you can prioritize to create a frictionless customer service experience? Some ideas on how to do that:
3 keys to Frictionless Service
This is the “people” aspect of a successful customer retention strategy. Your customers should not have to guess how long it will take to get help or what kind of help you can provide your customers.
Are there processes that you can put in place to give your team the power to make decisions that delight their customers? Empowering your team also means that you are empowering your clients.
Other things that HubSpot does to empower their teams and help make smart decisions for their customers:
Some things that we have done at Digitopia to make servicing our clients easier for everyone on the team:
Creating a frictionless customer experience through your platform, process, and people will help move your business forward through these uncertain economic times. A detailed FAQ section is a manageable first step to making that happen.
Download our free FAQ Audit to ensure you’re following best practices to create a frictionless user experience.