![]() The Service Hub allows you to create your own customer satisfaction surveys. These scores are called CES (Customer Effort Score), CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) and are available within HubSpot’s Service Hub. This experience can generally be analyzed by taking into account data that is calculated by obtaining precise scores. Define the stages of your customer journey in each department and you will be able to target precisely where to put the necessary efforts to perfect your customer experience at specific touch points. For example, the sales department, support, delivery, after-sales service and not forgetting the Web experience. ![]() So how do you go about it and where do you start? Go by department. You’ll agree that consistency is the key to any analysis that wants to be a rigorous and accurate analysis. You need to survey and collect data from all parts of the buying journey. It’s good to know that your analysis must take into account the customer experience at multiple touchpoints, not just measure the quality of the given product or service. HubSpot makes it easy and provides survey templates that you can adapt to the specific touchpoints of the buying journey. This may sound utopian, but it’s possible to analyze your customer’s experience easily and appropriately. A satisfied customer is great, but a loyal customer is even better, right? This is the ultimate goal of the Inbound Methodology : bring the hard-earned customer to the last phase, to become loyal and to be a promoter of our company and our brand. Perfect your customer experience strategy and create surveysĪ good customer experience strategy does not only take into account the service given but also the customer satisfaction and loyalty. Not to mention the day-to-day work of your employees, giving this sometimes very demanding service that will be alleviated by a clear and efficient procedure. The tickets and reports included will help you set up internal procedures that can be modified over time to provide an evolving service that is responsive to your customers’ needs. Your email or chat service (instant messaging on your website) can even create service tickets. ![]() Several reports exist to give you the right information on the service given, the time spent to satisfy the customer’s request and/or the performance of your team dedicated to it. ![]() They can therefore be used for all kinds of customer requests or even for after-sales service. Tickets are in fact a method to properly allocate and track service to your customers. The term ticket can sometimes imply that it is a feature that only addresses an IT support department, but it is not. Tickets can help you better manage the service you provide. HubSpot offers you to properly and constantly manage the service given to your customers with the Service Hub. The Service Hub, the Customer Experience Hub So how can HubSpot CRM help you? First of all, by allowing you to measure and analyze your customers’ satisfaction. These tools will help you, among other things, to analyze this perception and thus make your customer not just a simple customer but a loyal customer, an ambassador, who will be the voice of your company and your brand. For a moment, you might say, “I can’t control a buyer’s emotions and feelings!” Of course, we can’t have absolute control over everything in life, but tools exist to drive your customer experience optimization strategy within your company. Obviously, this buyer’s journey must be defined beforehand. We must therefore act at several contact points during the buyer’s journey to ensure that the customer experience is optimal and personalized. This has a direct impact on several factors of your business, including, to name a few, revenues, purchase recurrence and loyalty. The customer experience is defined by the amalgam of the perception and the feeling that your customer has towards your company and your brand all along his purchase path. So how can we as a company improve and optimize this customer experience?įirst of all, let’s take a look at the concept of customer experience. This is normal since the customer experience is an integral part of the purchasing process. You probably have personal anecdotes in mind about positive or negative customer experiences. It is therefore essential that the customer experience you offer is optimal and positive. The consumer, your customer, can easily find reviews and recommendations that can guide their buying journey and sometimes lead them to a decision phase very quickly. You will agree that customer experience is fundamental to the success of your company and its brand in a world where choice abounds and standing out can make all the difference.
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