Podcast appearances and mentions of michael redbord

Michael Redbord is the General Manager of the Service Hub at HubSpot. Prior to that, Michael scaled the HubSpot Customer Support team from 20 people in a single office with single-language phone support to more than 200 people powering a global, multi-lingual, multi-channel support experience. In doing so, Michael turned HubSpot’s customer support team from a cost center to a profit center and one of HubSpots greatest engines of growth, with an unimaginable revenue retention rate of over 100%. Essentially, the revenue the sales and marketing teams generate is worth more because of the customer success team. Michael is a noted writer, speaker, and former competitive classical pianist. What you will learn from this episode: How Michael got started at HubSpot while it was still relatively small in 2010, and how the company rapidly scaled to the powerhouse it is today How many of the business leaders at HubSpot got started in the sales, support or customer service areas before advancing to leadership positions Why working directly with customers helps anchor the team at HubSpot, regardless of their role, and helps maintain focus on the customer experience How Michael navigated a difficult period in HubSpot’s life and managed the complexity of a situation that he refers to as an “acute crisis” How the need to rapidly hire new frontline employees helped HubSpot clarify and streamline their interview and hiring processes How the HubSpot team learned to scale their business and particularly to hire at scale, building out their team by hiring as many as 20 employees per month How doing hundreds of job interviews each week became a primary focus for HubSpot, and how Michael viewed interviewing as his primary job responsibility during that time How HubSpot transitioned from single-language phone support to offering global multilingual support, and what challenges they faced during the process What tips and recommendations Michael would offer to help you fill your open positions with people who have the right skills and passion for the role Why simplification and clarity are the keys to scaling, solving problems, and dealing with crisis situations Resources: Website: www.hubspot.com/service LinkedIn: www.linkedin.com/in/mredbord/ Twitter: @redbord Additional Resources: Sell With Authority by Drew McLellan and Stephen Woessner: https://amzn.to/39y7x13 Predictive ROI Free Resource Library: https://predictiveroi.com/resources/ Stephen Woessner’s LinkedIn: www.linkedin.com/in/stephenwoessner/

The potholes of scaling customer support and service - Interview with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid.

In this episode of the #CX series, Ethan Beute, Chief Evangelist at BombBomb, talks with Michael Redbord, GM of ServiceHub at HubSpot about owning bad experiences, unlocking the value of social proof, humanizing your service, and improving customer experience. Hear every episode of Ethan's podcast, The Customer Experience Podcast! Use the following links to subscribe in your favorite podcast player: Apple Podcasts Spotify Sticher Google Play Google Podcasts

A lack of executive desire and recognition is holding back customer service - Interview with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about their new research into the state of customer service, what we can learn from it, what the future holds and what we should be focusing on if we are to deliver a great customer experience.

Customer's so wish every business understood these 4 things that Mike Redbord shared with us on our our Customer Experience Podcast. Mike's the GM of Service Hub at HubSpot, and he came on our show to share a few secrets from inside the customer's mind: What every customer wished businesses understood Why CX is a feeling, not an operation, a department, or a function Third-party validation Customer reference programs A few resources we shared on this episode: Mike Redborn's LinkedIn The State of Customer Service in 2019 Check out our podcast on Apple Podcasts/iTunes, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

Inbound 19 Speaks | Speaker Michael Redbord! Service Hub Product Feature: How to Bend your Funnel into a Flywheel and Grow with your Customers. In this interview, we talk to Inbound 2019 speaker Michael Redbord.

Service Hub Product Feature: How to Bend your Funnel into a Flywheel and Grow with your Customers In this interview, we talk to Inbound 2019 speaker Michael Redbord. We talk about #INBOUND19, competitive advantages, customer revolutions, and so much more. Michael shares who should be in the room at his INBOUND 2019 session and why they should be in the room as well. He talks about the HubSpot Service Hub, Funnels, Flywheels, and so much more. *** More Information *** Come join us at sprockettalk.com: https://1mpul.se/32c2kJK Watch Sprocket Talk Unpacked: http://bit.ly/2FX9Tds Sprocket Talk's Mission At Sprocket Talk, our mission is to help you navigate the HubSpot tool. We will help you get 100% ROI across the Marketing Hub, the Sales Hub, the Service Hub and yes, even the HubSpot CMS. Our videos will educate AND entertain.

Service Hub Product Feature: How to Bend your Funnel into a Flywheel and Grow with your Customers In this interview, we talk to Inbound 2019 speaker Michael Redbord. We talk about #INBOUND19, competitive advantages, customer revolutions, and so much more. Michael shares who should be in the room at his INBOUND 2019 session and why they should be in the room as well. He talks about the HubSpot Service Hub, Funnels, Flywheels, and so much more. *** More Information *** Come join us at sprockettalk.com: https://1mpul.se/32c2kJK Watch Sprocket Talk Unpacked: http://bit.ly/2FX9Tds Sprocket Talk's Mission At Sprocket Talk, our mission is to help you navigate the HubSpot tool. We will help you get 100% ROI across the Marketing Hub, the Sales Hub, the Service Hub and yes, even the HubSpot CMS. Our videos will educate AND entertain.

Today on Churn.fm we have Michael Redbord, the General Manager of Service Hub at HubSpot.We talked about why you should proactively turn your customers into your best marketers, how customer success teams play an important role in doing it, and why you should keep talking to customers as you scale. We also discussed why creating a mindset around churn and retention early on is important to an organization, and how to build a customer success team with that in mind. Michael also shared the evolution of HubSpot’s customer success team during their key growth phases and the 3 key roles of a customer success team.As usual, I’m excited to hear what you think of this episode and if you have any feedback I would love to hear from you. You can email me directly on Andrew@churn.fm. Don’t forget to follow us on TwitterEnjoy the episode!

Michael Redbord, General Manager for HubSpot’s Service Hub, sits down with Intercom's Kaitlin Pettersen to discuss how a billion dollar company like Hubspot apply that human touch in every customer support interaction.

Hear from Michael Redbord, General Manager of the Service Hub at HubSpot, on the trends in customer service in 2019, what this means for you, and what the future holds.

We're taking our Best Of episodes weekly! Check back every Friday for a supercut of the most insightful, most inspiring, most useful pieces of sales wisdom from the week that was. And in case you missed it, click the links below to listen to the full episodes. This episode is brought to you by, Deathwish Coffee, the world's strongest coffee and the only brew we drink when we do the show. It's the only choice for the true Sell or Diehard! On today's show... 02:08 -  Chris Voss on breaking through in social media 07:33 - Michael Redbord on the science on Inbound Marketing 10:23 - Jeffrey and Jen talk to Charlie "Rocket" Jabaley about nonstop sales mentality      Join our Exclusive Sell or Die Facebook Group, where our members are already discussing the latest episode. Submit your sales question and we will answer it on the show!   FREE E-BOOK For a limited time, get Jennifer Gluckow's FREE EBOOK: 27 Winning Strategies That Will Take You From Sales Slump to Sales Streak   Need more sales help? Jeffrey's website: https://gitomer.com Jennifer's website: https://salesinanyminute.com Subscribe to the Gitomer Learning Academy: https://go.gitomer.com/gitomer-learning-academy   NEW BOOK Order your copy of Jeffrey's new book Truthful Living TODAY! The long-lost original notes, letters, and lectures of Napoleon Hill - now compiled, edited, and annotated for the modern reader.   SEE JEFFREY LIVE It's time to skill-up. Learn from Jeffrey Gitomer, the King of Sales. He'll be giving a seminar in a city near you. Be there!

Would having 100% of your revenue come from inbound leads be the holy sales grail? Our guest expert this week is Michael Redbord, VP of Services and Support for HubSpot. He's here to discuss the art and science of inbound. Michael helps companies shape their marketing plans and online strategies. Prior to this role, Michael was the VP of Customer Support and Implementation at HubSpot, managing the company's industry-leading support team in providing the highest possible level of service to customers and partners. Before then, he worked directly with customers as an Inbound Marketing Consultant and pioneered the HubSpot Academy team, helping provide online education to HubSpot's customer base. This episode is brought to you by, Deathwish Coffee, the world's strongest coffee and the only brew we drink when we do the show. It's the only choice for the true Sell or Diehard! On today's show... 3:26 - How Michael originally got into sales 7:42 - Did Hubspot invent the concept of inbound marketing? 16:24 - When it comes to online portals, accessibility is king 20:17 - Your school of thought on inbound marketing can get you left behind 29:14 - How much should brand new entrepreneurs allocate to marketing?   Join our Exclusive Sell or Die Facebook Group, where our members are already discussing the latest episode. Submit your sales question and we will answer it on the show!   FREE E-BOOK For a limited time, get Jennifer Gluckow's FREE EBOOK: 27 Winning Strategies That Will Take You From Sales Slump to Sales Streak   Need more sales help? Jeffrey's website: https://gitomer.com Jennifer's website: https://salesinanyminute.com Subscribe to the Gitomer Learning Academy: https://go.gitomer.com/gitomer-learning-academy   NEW BOOK Order your copy of Jeffrey's new book Truthful Living TODAY! The long-lost original notes, letters, and lectures of Napoleon Hill - now compiled, edited, and annotated for the modern reader.   SEE JEFFREY LIVE It's time to skill-up. Learn from Jeffrey Gitomer, the King of Sales. He'll be giving a seminar in a city near you. Be there!

Inbound customer service is more than reactive platitudes. Customer service used to be customers calling in and spending hours on the phone waiting to tell every person they talked to the same information in the hopes that someone could fix the problem. Customers still have problems, of course, but inbound customer service and success means that the customer service people you talk to know who you are, your history with the company, and are empowered to actually solve the problem. Inbound customer service and success are built around helping customers in meaningful ways. [1:41] Question: What is Unique about Inbound Customer Service and Success? No matter how good your company is at what it does things will go wrong. They won’t always be your fault, but your customers are going to look to you to provide solutions either way. Applying an inbound approach to the process of customer service helps you to create happy, loyal customers. Typical customer service, on the other hand, often leaves people less loyal. And it’s not surprising. People don’t want a stress ball or empty, “I’m sorry to hear that.” People want solutions, and inbound customer service works diligently to provide them. Your customers don’t expect you to solve every problem immediately, but if you are empathetic and proactive in providing help customers are understanding. Airlines can’t control weather delays, but they can control the way they respond to and treat their customers who are impacted by those delays. No one needs swag; they need solutions. No one wants an airline t-shirt, but they wouldn’t say no to a free drink and a travel voucher. And getting your customer service and success right is critical. People trust reviews, ratings, and comments and if your customer service is dropping the ball, you’ll see it in what people are saying about you. “The goal is to align the promise of value, made during the earlier stages of the buyer journey, with the achievement of success by the buyer once the customer success journey begins. The promise of value must align with what the inbound service and success teams manage, so the buyer’s expectations are met.” Michael Redbord [16:30] Dan's Rant You need a customer success manager! Lean into customer service and make sure your customers are happy. Customers word of mouth is the best way to generate new business. [17:32] Todd's Truth The best way to grow in the age of buyer control is to create successful customers who become your best salespeople. [17:39] 3 Takeaways Align your service teams with your marketing and sales Map out the customer service/success journey steps Build a customer success mindset and team Links Take the Inbound Organization Assessment (https://www.inboundorganization.com/inbound-organization-assessment) Inbound Organization Audiobook (https://www.audible.com/pd/Inbound-Organization-Audiobook/1469098903) We’re extending the MSPOT contest! You can download the MSPOT template, submit it for review, and anyone who submits an MSPOT will be entered into the contest. The first-place winner will win an hour to review their MSPOT with Todd and Dan! Download and Submit Your MSPOT (https://www.inboundorganization.com/mspot-review)  P.S. Are you enjoying the podcast? Did you read Inbound Organization? Taking a quick moment to rate and review Inbound2Grow and Inbound Organization on whatever service you use is the best way to let us know how we’re doing. Your ratings and reviews make a big difference, and we appreciate you taking the time to provide your feedback.   Thanks to Rebecca Miller our podcast editor, social media coordinator, and blogger and to Zachary Jameson for producing the audio for the podcast. Check out Zachary on Upwork if you need podcast audio services.

Hubspot's General Manager of Service Hub, Michael Redbord, is sharing his insights on the marketing, sales and customer service strategies that have become table stakes for every business with a digital footprint and how Hubspot's powerful software platforms can help. Sales funnels and client relations are the key to any business, including a video production one. That's why we love sharing tools we find helpful that make business a little easier so the creative can keep flowing. www.animusstudios.com

Operations Management is the process of streamlining the systems of the business. When you grow fast, you often have to change some of the outdated operations management procedures to ensure that you can keep improving. In other words, you have to let go of the old and embrace the new. Today's guest Michael Redbord with Hubspot. Michael shares some of the changes they made at Hubspot in operations management. Discover how you can look at your operations to manage for growth.

Michael Redbord is the General Manager of the Service Hub at HubSpot. Prior to that, Michael scaled the HubSpot Customer Support team from 20 people in a single office with single-language phone support to more than 200 people powering a global, multi-lingual, multi-channel support experience. In doing so, Michael turned HubSpot’s customer support team from a cost center to a profit center and one of HubSpot’s greatest engines of growth, with an unimaginable revenue retention rate of over 100%. Essentially, the revenue the sales and marketing teams generate is worth more because of the customer success team. Michael is a noted writer, speaker, and former competitive classical pianist -- in case you’re looking for a conversation starter.   If you’re really good at keeping customers, you can spend more to get customers. It’s simple math. If your customer value goes up, everyone in sales and marketing gets a raise and bigger budgets to go after new ones. So if sales and marketing leaders want raises and bigger budgets, they need to be making noise in support of greater investments in customer service.   A noted writer, speaker, and leader, Michael is ready to share his experience at HubSpot with us to help you re-envision what success looks like for your business. Here’s a hint: It’s about the customer.   ---------------   Could you or your organization benefit from a quick executive communications refresher and boost? I'm currently taking new client consultations (free) on Tuesdays and Thursdays between 11 am and 1 pm Pacific. Click here to learn more!

Michael Redbord is the General Manager of the Service Hub at HubSpot. Prior to that, Michael scaled the HubSpot Customer Support team from 20 people in a single office with single-language phone support to more than 200 people powering a global, multi-lingual, multi-channel support experience. In doing so, Michael turned HubSpot's customer support team from a cost center to a profit center and one of HubSpot's greatest engines of growth, with an unimaginable revenue retention rate of over 100%. Essentially, the revenue the sales and marketing teams generate is worth more because of the customer success team. Michael is a noted writer, speaker, and former competitive classical pianist -- in case you're looking for a conversation starter.   If you're really good at keeping customers, you can spend more to get customers. It's simple math. If your customer value goes up, everyone in sales and marketing gets a raise and bigger budgets to go after new ones. So if sales and marketing leaders want raises and bigger budgets, they need to be making noise in support of greater investments in customer service.   A noted writer, speaker, and leader, Michael is ready to share his experience at HubSpot with us to help you re-envision what success looks like for your business. Here's a hint: It's about the customer.   ---------------   Could your executive writing skills use a boost? I'm currently offering new client consultations (free) on Tuesdays and Thursdays between 11 am and 1 pm Pacific. Click here to learn more!

As the General Manager of the Service Hub at HubSpot, Michael Redbord helps helps scale the support and success teams of many businesses ranging from startups to a publicly traded SaaS juggernaut. He turned HubSpot’s customer support team from a cost center to a profit center and one of HubSpot’s greatest engines of growth. He is a noted writer, speaker, and leader who is joins us today to help us re-envision what success looks like for your business.   Quotes To Remember: “If you don’t make your customers successful, you are not able to create repeat customers.” “The hard truth about marketing is that nothing you create is as powerful as what your customer says.” “Make sure that there is an obvious way for your customers to create repeat cycle.” “The customer can be the best marketer.”   What You’ll Learn: How to Create a Customer Centric Strategy For Your Business Balancing Sales and Marketing The Power of Repeatable Business Getting Our Customers to Voice Out Their Thoughts   Key Links From The Show: HubSpot What's The Difference Between Customer Satisfaction And Customer Loyalty?   Recommended Books: Content Marketing Secrets by Marc Guberti Delivering Happiness by Tony Hsieh The Messenger is The Message by Mark Organ

Welcome to Episode 129 of HubShots! 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 with the head of HubSpot’s Service Hub, Michael Redbord about service mindset and customer centric strategy. Full show notes and transcript available here: https://hubshots.com/episode-129/ Join the HubShots Facebook group: https://www.facebook.com/groups/hubshots/ Subscribe to the HubShots YouTube channel: https://www.youtube.com/channel/UCD3Uo4X-IxPJLE8ygPDQhNQ Recorded: Tuesday 17 July 2018 | Published: Monday 13 August 2018

This week we met with Michael Redbord, who is the general manager of the Service Hub at Hubspot. Michael has worked with various companies of different shapes and sizes and helped mold their marketing plans, traffic acquisition methods, and competitive online strategies. Our topics include: Why is making customers more successful the key to business growth? How Hubspot came to be and the rest of its origin story. Recommendations and guiding principles for successful scaling and team growth. The importance of empathy for providing quality customer service. How to create a customer-centric strategy for your startup? Connect with Michael: Website: https://www.redbord.com/ Twitter:  https://twitter.com/redbord   What's Next? Learn skills that will make you the sharpest person in the Boardroom:  https://humanresources.teachable.com/   Like This Episode? Leave a tip! Learn More: https://www.patreon.com/blc   --- Listen: iTunes | Podbean | Spotify Connect: IG | T | FB | Website | Sponsor Music: http://www.bensound.com/royalty-free-music --- This episode is powered by Jumpstart:HR, LLC HR Outsourcing for Small Businesses and Startups: http://www.jumpstart-hr.com  

Michael Redbord, General Manager of the Service Hub at HubSpot, joined Helping Sells Radio to talk about making customers successful. Software companies have to focus on building trust, adding value, and helping people do their job better. But how far should we go in helping our customer be successful? Asked another way, "Should the gym employee come to my house and throw away the cookies?" While Mike doesn't think the gym should go to people's houses slapping cookies out of their hands, we should try to help customers do their jobs better, not just get them to log into our software. Just think about how HubSpot does his. A lot of it is with education: educational blogs, HubSpot Academy, and the book "Inbound!" Speaking of books, Mike thinks the topic of making customers successful more than warrants a book. We agree. Write it, Mike. Get on the email list at helpingsells.substack.com

How will chat and chatbots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. TOP TAKEAWAYS: -Redbord shares the five rules of a customer-centric 1) Knowledge of your customer 2) Applying the knowledge 3) Listening and prioritizing 4) Execution 5) Communicating -How to use NPS (Net Promoter Score) to target your best customers, a.k.a. promoters, who are most likely to take the extra time to advocate for you. Then, create a win-win situation for your customers so you can go on the journey of mutual growth together. -Hyken and Redbord both see a trend in customer service becoming more self-service as customers become less patient and want faster access to the answers to their questions. -Redbord urges that making customers more successful is the key to business growth. -The Flywheel model, which takes the traditional business growth model and uses customers to create virality, brand amplification, and scalability. Your customers can be your best marketers and growth engines. -There are three customer-service trends that will likely happen in the future (and already are). 1) Face-to-face communication - As trust diminishes and people feel more disconnected, showing your face is going to be a big deal. 2) Chatbots - People are less patient today, they want answers now, and they expect a 24-hour presence. 3) Self-service - Is an absolute necessity, especially for small and medium-sized businesses. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michael Redbord discusses Hubspot's journey from having everyone "just do on-boarding," to building out their customer success divison. He also gives his advice on how to handle very vocal custeomers, his view on the importance of the phone, and the difference between happy and successful customers.