Welcome to HubShots, the podcast for marketing managers who use HubSpot hosted by Ian Jacob from Search & Be Found and Craig Bailey from XEN Systems.
In this episode, we chat about HubSpot's latest research piece that highlights the strong link between business growth and customer service, HubSpot's new bot filtering setting (you should turn it on), Google My Business's new features, tips for managing deals, plus a handy productivity tip.
Growing companies put more focus, time and money into providing excellent customer service.
Customer service = Looking after customers
It’s a virtuous cycle: Business growth is linked to customer service
Are more likely to prioritise customer success
Favour efficiency and serving their customers
Invest in their customer service programs
Prioritise training their support representatives
Focus on retaining their customer support representative (eg many CSRs leave due to it being unglamourous, not viewed as a priority by company, stressful and requires patience, is considered entry level)
Takeaways: there’s value in making customer service a priority instead of an after-thought
Some personal notes: My goal is to never have a ticketing system in our agency - at least not in the current format that support ticket systems work.
Shot 2: HubSpot Marketing Feature of the Week
Make sure you have Bot Filtering enabled!
Note: If you created your HubSpot account on or after April 1st, 2017, this feature will be on by default. So do this for older accounts!
Dark social is traffic that appears as Direct in Google analytics, but likely comes from social sources eg links in Messenger. SME has an article that attempts to give some insight into it - but is mostly useful in highlighting how hard it is to track:
But one good tip is about adding in sharing buttons for the usual dark social suspects including social sharing links for Messenger, WhatsApp, etc
An interesting aside in the article: use links to Messenger bot replies eg instead of sending to an FAQ page, send to a Messenger thread with a bot reply that contains the FAQ content. It adds people to your contact list so you can potentially communicate with them again in the future
Shot 9: Quote of the Week
We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.
~ Jeff Bezos
Shot 10: Bonus Links of the Week
Other stuff we’ve been reading and recommend, but had to cut from the show: