Season 1 - #21 David Hunt, VP of Customer Success, Hubspot

In this episode, we welcome David Hunt, Head of Customer Support at HubSpot. David shares his journey from starting as a temp to leading HubSpot's global customer support team. We dive deep into the essential elements of delivering a standout customer experience, the evolving role of support teams in the digital workplace, and the strategies HubSpot uses to retain loyal customers. From empathy to time management and the importance of human connection, David reveals how HubSpot builds a culture that puts customers first. Whether you're a leader in customer support or a small business looking to refine your customer journey, this episode is packed with actionable insights.

Timestamps:

• 0:00 - Introduction to David Hunt and his role at HubSpot
• 1:00 - David’s journey from a temp to Head of Customer Support
• 4:00 - Defining the DNA of a good customer experience
• 8:30 - How to stand out in customer support and build loyal customer relationships
• 10:30 - The impact of onboarding videos and the importance of contextual support
• 13:00 - Strategies HubSpot uses to create loyal customers and differentiate itself in the market
• 17:00 - Handling different customer segments from small businesses to enterprise clients
• 21:00 - Adapting to the COVID-19 pandemic and providing empathetic customer support
• 24:00 - Tips for successful onboarding in a remote work environment
• 26:00 - Advice for Customer Support leaders on stepping outside their comfort zone and leading with impact

Key Takeaways:

1. Empathy and Time Management: Successful customer support is built on empathy and respecting customers' time, recognizing that they are often navigating complex challenges when they reach out.
2. Personalization Through Video: Visual communication tools, like personalized screen recordings, help bridge the gap between automated and human support, ensuring customers feel heard and understood.
3. Empowering Customers Across Segments: HubSpot’s approach centers on maintaining a high baseline of service for all users, from startups to enterprise clients, while ensuring scalability and innovation.
4. Onboarding in a Remote World: Effective onboarding for remote employees requires rethinking engagement, emphasizing the application of skills early, and ensuring access to leadership and resources.

Notable Quotes:

• "Time is one of the most valuable commodities in customer experience. It's about how quickly we can help someone and provide them with the solutions they need."
• "We aim to move beyond transactional interactions and focus on providing value in every customer touchpoint."
• "We're not just selling software; we're selling careers and growth opportunities for our customers."