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Service Blog

July 25, 2022

Hi there,

Catch up on your prescribed dosage of customer service with this week's latest and greatest content on the Service Blog.

Enjoy,

Alana Chinn

HubSpot Service Blog

How to Retain Customers & Beat Churn in Times of Inflation [Consumer Data]

The Consumer Price Index increased 8.5% for the year ended March 2022, so it's a good time to think about how to retain customers in times of inflation. It's never fun to tell customers that prices are going up. But the reality is, inflation affects all aspects of the economy, and no business is immune. Let's start by taking a look at the current inflation landscape. Then, we'll explore consumer perspectives around customer retention during times of inflation.

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The 15 Best Demographic Examples & Questions to Use in Your Next Survey

They say a picture is worth a thousand words, but pictures don't always give you an accurate representation of someone's age, gender, or ethnicity. And these are just a few demographic examples that you'll want to know about your customers. However, obtaining information like this can be tricky. It involves asking questions about your customers' personal lives and how they became the people they are today. Let's face it: Not every customer is lining up to share their life story, so you need a way to extract this information quickly, painlessly, and in bulk.

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System Usability Scale (SUS): What It Is & How to Use It to Improve UX

When I think of a product that likely scores high on the System Usability Scale (SUS), I think of my PopSocket. I simply attach the Slidable Grip onto my phone within seconds and — voila. I have a phone grip, so I don't drop my phone, and a mount that allows me to prop my phone up to watch anything I want. Usability is important when it comes to customer satisfaction. Let's face it: If a product is hard to use, you probably wouldn't like it very much. In this article, we'll talk more about usability and how you can measure it using the System Usability Scale.

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How to Onboard New Clients [Easy-to-Follow Guide & Template]

Client onboarding is a "first" experience. It's just like the first time you visited a new place, got a new job, or went on a first date, and as such, it falls into the category of the unknown — for both sides. woman on the phone onboarding a new client The new client might be a little nervous, hoping they made the right decision and that you're worth the investment. And, you might be hoping you can adjust to their working style, or that you can get the result they want quick enough. It's a big game of testing the water, and the onboarding stage is truly where you discover whether you will sink or swim. It's easy to think far ahead of the onboarding stage as you plan ways to prove your value with new clients (e.g. What goals can I meet now? How can I get this relationship up and running as quickly as possible?), but before you start planning too far in advance, nailing the onboarding stage takes a little bit of Zen — that is, remaining in the present.

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NPS Question: The Secret to Getting It Right [+ 5 Best Practices]

The famous NPS question is the best way to gauge a customer's loyalty to your brand. Research shows that 49% of people trust personal recommendations from family and friends as much as consumer reviews. That means it's a pretty good idea to understand where your customers stand in terms of their willingness to promote your business to other people. Your Net Promoter Score, or NPS®, is crucial to retaining business and improving customer retention. If you're new to NPS, you may be wondering how this powerful feedback tool works. And, you might be surprised to find that it's just a simple one-question survey. In this post, we'll break down how to create an effective NPS question and provide some tips you can use to optimize the results to your advantage.

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Ask a Customer Service Expert!

Every week, we ask HubSpot's support team to answer questions about customer service. Have something you want to ask? Submit it below!

What's the difference between customer service and customer experience?

"The main difference between customer experience and service is that experience is delighting customers at every touchpoint with your brand, and customer service is one single touchpoint. Customer experience doesn't require interaction with a representative, but customer service usually does."

Ask a Question