Week 13: MKTG 348- Hubspot Lesson 12

Lesson 12, the last inbound video is focused on the pillars of delight. Delight is so important for any type of a business because customers will become promoters. Once you have established trust, they become promoters and share your company with families and friends. This turns them into free advertisement. It costs much more money to attract a new customer than it is to sustain current customers. Great customer service can help create delight with your customers. Every area of your business should be focused on providing a great customer experience.

The three pillars of delights are innovation, communication, and education. Change is always happening so your products, services, and the experience you are providing to your customer should always be innovating and changing. Personal communication helps you build trust with your customers. They will trust you as a person over a robot any day. You also should be educating your customers on your product or service. Everyone can do this as well, it doesn't just have to be the sales team, a manager can help do this. Companies should be focused on solving customers problems, providing them with recommendations, and providing customers with a great experience by being genuine. In order to provide great customer experience, all team members should be trained in how to provide this experience. Below are the seven customer delight guidelines, to help create happy customers.

The Seven Customer Delight Guidelines:

1. Delighting team members
2. Educating team members
3. Empowering team members
4. Listening
5. Asking
6. Serving Follow up

These seven customer delight guidelines focus on hiring the right people, to help grow your company. Inbound marketing is all about creating great customer service, that all starts with the staff.