Beruflich Dokumente
Kultur Dokumente
CUSTOMER CODE
customercode.com
IV
Years ago, in a presentation about the
kind of company we wanted HubSpot
to be, we asked our employees to
solve for the customer.
That meant placing their customer
ahead of their team…
1
2
3
That meant placing their customer
ahead of their team and their team
ahead of themselves.
1
2
3
We were serious about it too.
We had it painted on our walls.
Pretty cool, right?
And we included it in a defining
document about our culture.
SFTC.
SOLVE FOR THE CUSTOMER.
We don’t want to satisfy them,
we want to delight them.
CultureCode.com
But we didn’t always get
solve for the customer right.
And we aren’t the only ones.
C U S T O M E R
C U S T O M E R
Some say they’re
“customer obsessed.”
But they’re really
“self obsessed.”
They talk the talk,
They talk the talk,
but don’t always walk the walk.
HubSpot isn’t without fault
WE-A-CULPA TOO.
But we knew it was time for a change.
h a v e
m e r s
u s t o t h an
C w e r
r e p o
mo f o re .
b e
ever
Businesses report that
WORD-OF-MOUTH
is their single biggest source of referrals.
90%
of buyers would spend
more because of excellent
customer service.
So we decided to take a hard look
at ourselves, we asked some
tough questions, and we talked to
the people who matter most…
So we decided to take a hard look
at ourselves, we asked some
tough questions, and we talked to
the people who matter most —
CUSTOMERS.
We talked with thousands of them.
U S E M Y DATA ,
#5
ASK FOR
#4 BUT DON'T
A B U S E I T.
F E E D B AC K ,
A N D AC T O N I T,
#6 O W N YO U R
S C R E W- U P S .
I D O N ' T M I N D PAY I N G ,
#7 #8 #9
HELP ME HELP D O N ’ T B LO C K
YO U, B Y H E L P I N G BUT I DO MIND
T H E E X I T.
M Y S E L F. B E I N G P L AY E D.
#10 D O T H E R I G H T T H I N G , E V E N W H E N I T ’ S H A R D.
#1
Earn my attention,
don’t steal it.
Your time is precious.
So is your customer’s.
As you learned growing up,
if you don’t have something
valuable to say…
As you learned growing up,
if you don’t have something
valuable to say…
customercode.com
customercode.com
#2
Treat me like a
person, not a
persona.
It’s fine to market to a persona,
But you build relationships with a person.
A person with fears, hopes, and dreams.
A person with fears, hopes, and dreams.
A person with fears, hopes, and dreams.
A person with a life.
And life doesn’t happen on the phone
Monday through Friday between
9am-5pm EST (6am - 2pm PST).*
*Except for major bank holidays and the second Tuesday of every month.
So be prepared to interact with customers
how, when, and where they want.
And if you can’t chat directly,
get a bot to help out.
#3
Solve for my
success, not
your systems.
Don’t make your process
your customer’s problem.
Customers don’t care about
your carefully crafted, magical
“BUYER’S JOURNEY.”
customercode.com
And they definitely don’t care about
YOUR DEPARTMENTS.
or their dysfunctions
They just want you to solve
their problem — and quickly.
#4
Use my data,
but don’t abuse it.
?
It’s how you deal with them that sets you apart.
Say you’re sorry, be sorry,
and make it better.
Like KFC.
They may have run out
of chicken, but they
didn't chicken out of
apologizing.
Your customers will appreciate it.
If a company you regularly buy from made a mistake, but apologized
and made it right, would you continue to buy from them?
YES NO
96% 4%
HubSpot Research
#7
Help me help you,
by helping myself.
customercode.com
You know who really knows how to
solve for your customers’ needs?
YOUR CUSTOMERS
??
Give them ways to
?
answer their own questions…
Give them ways to
answer their own questions
and solve their own problems.
They’ll call you, beep you,
if they want to reach you.
#8
I don’t mind paying,
but I do mind being
played.
customercode.com
Customers shouldn’t need a
math degree to figure out
what they’ll pay.
customercode.com
When we asked buyers if
No confusing pricing would
31%
keep them from making a
Yes
69% purchase, 69% said yes.
The people who answered "No" must
really enjoy hide-and-seek ¯\_(ツ)_/¯
HubSpot Research
That means invoices like this no longer
fly with today’s customers.
INVOICE
“ W E D O N ’ T C A R E A B O U T $
O U R C U S T O M E R S ” F E E
“ W E ’ R E G R E E DY A N D YO U C A N ’ T $
D O A N Y T H I N G A B O U T I T ” F E E
“ W E K N O W YO U W E R E N ’ T G O I N G $
T O R E F E R F R I E N D S A N Y WAY ” F E E
Keep your pricing and discounts
open, clear, and fair.
Keep your pricing and discounts
open, clear, and fair.
Keep your pricing and discounts
open, clear, and fair.
#9
Don’t block
the exit.
customercode.com
If you can make a purchase
with one click …
You should be able to cancel
that purchase with one click.
* H U B S P OT D O E S N OT H AV E A PAT E N T O N T H I S
It’s not just the right thing to do…
It’s not just the right thing to do
HubSpot Research
So don’t do this…
If a customer’s meant to be,
they’ll be. If they’re not,
let them be.
But most importantly…
#10
Do the right thing.
even when it’s hard.
#10
Do the right thing,
even when it’s hard.
#10
Do the right thing,
even when it’s hard.
Especially when it’s hard
It’s not just nice to do.
It’ll define your destiny.
It’s not just nice to do.
It’ll define your destiny.
Because your relationship with your
customers doesn’t stop
STOP the moment you
make a sale.
Purchase Stop
Customer Experience
It begins the moment a customer discovers
your brand, and it never ends.
First contact Purchase Stop
Customer Experience
If you ignore your customers,
your business will suffer.
It's no longer enough to grow…
It's no longer enough to grow
S CO R E
E A R N M Y AT T E N T I O N , D O N ’ T S T E A L I T. 8
S O LV E F O R M Y S U C C E S S , N O T YO U R S Y S T E M S . 6
U S E M Y DATA , B U T D O N ’ T A B U S E I T. 9
A S K F O R F E E D B AC K , A N D AC T O N I T. 7
I D O N ' T M I N D PAY I N G , B U T I D O M I N D B E I N G P L AY E D. 6
D O N ’ T B LO C K T H E E X I T. 7
customercode.com AV
AEVR
EARG
AEG E 7 .1
N A M E : H U B S P O T | Y E A R : 2 0 1 8
S CO R E
E A R N M Y AT T E N T I O N , D O N ’ T S T E A L I T. 8
S O LV E F O R M Y S U C C E S S , N O T YO U R S Y S T E M S . 6
U S E M Y DATA , B U T D O N ’ T A B U S E I T. 9
A S K F O R F E E D B AC K , A N D AC T O N I T. 7
I D O N ' T M I N D PAY I N G , B U T I D O M I N D B E I N G P L AY E D. 6
D O N ’ T B LO C K T H E E X I T. 7
customercode.com AV
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AEG E 7 .1
And we encourage you to
do the same by filling out
your own report card.
N A M E : _ _ _ _ _ _ _ _ | G R A D E : _ _ | Y E A R : 2 0 1 8
S CO R E
E A R N M Y AT T E N T I O N , D O N ’ T S T E A L I T.
S O LV E F O R M Y S U C C E S S , N O T YO U R S Y S T E M S .
U S E M Y DATA , B U T D O N ’ T A B U S E I T.
A S K F O R F E E D B AC K , A N D AC T O N I T.
I D O N ' T M I N D PAY I N G , B U T I D O M I N D B E I N G P L AY E D.
D O N ’ T B LO C K T H E E X I T.
customercode.com AV
AEVR
EARG
AEG E
N A M E : _ _ _ _ _ _ _ _ | G R A D E : _ _ | Y E A R : 2 0 1 8
S CO R E
E A R N M Y AT T E N T I O N , D O N ’ T S T E A L I T.
U S E M Y DATA , B U T D O N ’ T A B U S E I T.
at customercode.com
A S K F O R F E E D B AC K , A N D AC T O N I T.
M A K E YO U R P R I C I N G T R A N S PA R E N T A N D FA I R .
D O N ’ T B LO C K T H E E X I T.
AV
AEVR
EARG
AEG E
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