This newsletter was hand-curated while listening to I'm Coming Out by Diana Ross.

Service Blog

June 20, 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

10 Customer Service Principles Every Great Support Rep Should Follow

Any good — dare I say, great — customer service professional is guided by a set of customer service principles. Think of it this way: Some people may view 'self-care' as a guiding principle in their lives. Others may consider 'acting with integrity' an important principle to live by. Personally, I'm a 'do what you love' kind of person. Either way, this concept applies to the service industry, too. Customer service principles guide what you believe in and, ultimately, influence your daily decisions as a support rep. Ahead, we'll discuss what customer service principles are and why they're important. We'll also take a look at the top ten core principles of customer service. Let's go.

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Customer vs. Consumer: What's the Difference?

Customer and consumer are two words often used interchangeably, but they are not interchangeable. Each one relates to your business in a different way, and it's important to understand this. Read on to discover the key differences between each term and how they relate to your bottom line.

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How to Build a Strong Customer Referral Program [Ideas & Examples]

One of the basic tenets of customer success is using your service to create advocates for your business. An army of satisfied customers can do a lot of legwork for you. In fact, customers rely on word-of-mouth between two and 10 times more than paid media, and 74% of consumers say recommendations from people they know are key drivers of their purchasing decisions. Not sure how to create the conditions for these consumer connections? Start with a customer referral program. Here's what you need to know about building, expanding, and managing a program that works.

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customer satisfaction survey best practices

How to Design Customer Satisfaction Surveys That Get Results [+Templates]

If you pretend there's not a problem, does it actually go away? Of course not. But the way many businesses treat customer satisfaction and customer success, it seems like that's common wisdom. Measuring customer satisfaction allows you to diagnose potential problems, both at the individual and aggregate level. More importantly, it allows you to improve over time. So, how do you gauge customer satisfaction? It all comes down to customer satisfaction surveys. In this post, we'll discuss what you need to know about designing productive customer satisfaction surveys.

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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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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!

Is an MBA required to become a product manager?

"No. An MBA is not required to become a product manager. When hiring product managers, companies most often look at your problem-solving skills and experience in the industry. Some companies prefer candidates with a technical background or experience selling B2B products."

Ask a Question