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Customer Code: Creating a Company Customers Love

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Customers are a bigger influence on your growth than marketing or sales alone could ever be. But too often, companies ignore or even mistreat their customers — trading their loyalty for short-term gains.

We wanted to know what customers in the modern world really want and expect from companies. What makes for a delightful customer experience? We asked thousands of them and compiled their responses into a new north star for our company. We call it: Customer Code.

Visit us at customercode.com

Publicada em: Negócios
  • I just want to share my experience with the entire world on how i got my husband back and saved my marriage… I was married for 5 years with 2 kids and i have been living happily with my family until things started getting ugly with me and my husband that leads us to fights and arguments almost every time… it got worse at a point that my husband filed for divorce… I tried my best to make him change his mind & stay with me cause i loved him with all my heart and didn't want to loose my husband but everything just didn't work out… He moved out of the house and still went ahead to file for divorce… I pleaded and tried everything but still nothing worked. The breakthrough came when someone introduced me to this wonderful, great spell caster called Dr Oniha, Who eventually helped me out… I have never been a fan of things like this but just decided to try it because I was desperate and left with no choice… He did the spell for me and things really work out as he promise and my husband have a change of mind and come back home to stay with me and the kids. And promise never to hurt me again. we are living happily as it was with the help of Dr Oniha. If you are in need of help you can contact Dr Oniha. Email :onihaspelltemple@gmail. com Website: http://onihaspells.com Call/Whatsapp:+1669223962 
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  • REAL URGENT EFFECTIVE SPELL CASTER TO HELP BRING BACK EX LOVER AND SAVE MARRIAGE Hello everyone my is Elisa Keily am so overwhelmed with joy all thanks to Dr Raypower spell.my husband left me for another woman few years back and I was very devastated cause I never did anything wrong to him,I was left with my two kid and a job that pays little.i was almost giving up until I saw a testimony online about Dr Raypower and I decided to contact him.i explained my problem to him and he assured me I'll see a positive result after 24hurs,surprisingly my husband came back the day after the spell begging me to forgive him and promised to never leave.my husband has been back for 6 months now and we've never had any issues, am glad I didn't doubt Dr Raypower cause he sure can solve any problems with fast relief you can also contact him for help now Email: Urgentspellcast@gmail.com or Urgentspellcast@yahoo.com Blog: https://drraypower.blogspot.com/   WhatsApp: +14243308109  
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  • Really works" I can’t believe I swear to god it’s works I start doing this 2 days ago. I just got my husband back through the help of Dr Unity love spell Experts. My name is Emily Sarah am from Tx,USA. My husband left me for another woman, This was just 3 years of our marriage. The most painful thing is that I was pregnant with our second baby. I wanted him back. I did everything within my reach to bring him back but all was in vain, I wanted him back so badly because of the love I had for him, I begged him with everything, I made promises but he refused. I explained my problem to my friend and she suggested that I should rather contact a spell caster that could help me cast a spell to bring him back , I had no choice than to try it. I messaged the spell caster called dr unity, and he assured me there was no problem and that everything will be okay before 11 hours. He cast the spell and surprisingly 11 hours later my husband called me. I was so surprised, I answered the call and all he said was that he was so sorry for everything that had happened He wanted me to return to him. He also said he loved me so much. I was so happy and went to him that was how we started living together happily again.thanks to dr unity . if you are here and your Lover is turning you down, or your husband moved to another woman, do not cry anymore, contact Dr.Unity for help now..Here his contact, WhatsApp him: +2348055361568 Email him at: Unityspelltemple@gmail.com His website:https://unityspells.blogspot.com
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  • I just want to share my experience with the entire world on how i got my husband back and saved my marriage… I was married for 5 years with 2 kids and i have been living happily with my family until things started getting ugly with me and my husband that leads us to fights and arguments almost every time… it got worse at a point that my husband filed for divorce… I tried my best to make him change his mind & stay with me cause i loved him with all my heart and didn't want to loose my husband but everything just didn't work out… He moved out of the house and still went ahead to file for divorce… I pleaded and tried everything but still nothing worked. The breakthrough came when someone introduced me to this wonderful, great spell caster called Dr Oniha, Who eventually helped me out… I have never been a fan of things like this but just decided to try it because I was desperate and left with no choice… He did the spell for me and things really work out as he promise and my husband have a change of mind and come back home to stay with me and the kids. And promise never to hurt me again. we are living happily as it was with the help of Dr Oniha. If you are in need of help you can contact Dr Oniha. Email :onihaspelltemple@gmail. com Website: http://onihaspells.com Call/Whatsapp:+1669223962 
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  • A GREAT SPELL CASTER (DR. Ayoola ) THAT HELP ME BRING BACK MY EX.I want to quickly write about a Powerful Love spell Caster that helped me when I had a misunderstanding with my husband which led to Divorce. I contacted this Powerful spell caster called Dr Ayoola help and I followed the step that he asked and within 48 hours my husband called me and was eager for my forgiveness and that he wished nothing more than to have me in his arms forever. I am filled with so much joy and happiness that I found Dr Ayoola, I hope you all here will find this testimony of mine and get your husband back in just 24 hours. He did a perfect job for me. I am So Happy and Excited because as i am writing this Testimony, My husband is madly in love with me again. If there is anybody Out there who is in Difficulties and need help should kindly Contact Dr Ayoola on His Email ID : drayoolasolutionhome@gmail.com or text him on whatsapp : +31684065675 and he is Ready to Help you no matter the Situation, website : https://drayoolasolutionhome.com/
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Customer Code: Creating a Company Customers Love

  1. THE C U S TO M E R C O D E customercode.com IV
  2. Years ago, in a presentation about the kind of company we wanted HubSpot to be, we asked our employees to solve for the customer.
  3. That meant placing their customer ahead of their team… 1 2 3
  4. That meant placing their customer ahead of their team and their team ahead of themselves. 1 2 3
  5. We were serious about it too. We had it painted on our walls.
  6. Pretty cool, right?
  7. And we included it in a defining document about our culture.
  8. SFTC.SOLVE FOR THE CUSTOMER. We don’t want to satisfy them, we want to delight them. Our goal is to help them succeed.
  9. It got a lot of people’s attention.
  10. 4+ million views CultureCode.com
  11. But we didn’t always get solve for the customer right.
  12. And we aren’t the only ones.
  13. C U S T O M E R Many businesses say they’re “customer first.”
  14. But often they’re really “customer eventually.” C U S T O M E R
  15. Some say they’re “customer obsessed.”
  16. But they’re really “self obsessed.”
  17. They talk the talk,
  18. They talk the talk, but don’t always walk the walk.
  19. HubSpot isn’t without fault WE-A-CULPA TOO.
  20. But we knew it was time for a change.
  21. Customers have more power than ever before.
  22. Businesses report that WORD-OF-MOUTH is their single biggest source of referrals.
  23. of buyers would spend more because of excellent customer service.90%
  24. So we decided to take a hard look at ourselves, we asked some tough questions, and we talked to the people who matter most…
  25. 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.
  26. We talked with thousands of them. And we captured what we learned.
  27. In a document we call… 
 The Customer Code. We’re known for our creative naming.
  28. The Customer Code EARN MY ATTENTION, DON’T STEAL IT. TREAT ME LIKE A PERSON, NOT A PERSONA. SOLVE FOR MY SUCCESS, NOT YOUR SYSTEMS. USE MY DATA, BUT DON'T ABUSE IT. ASK FOR FEEDBACK, AND ACT ON IT, OWN YOUR SCREW-UPS. I DON'T MIND PAYING, BUT I DO MIND BEING PLAYED. DON’T BLOCK THE EXIT. HELP ME HELP YOU, BY HELPING MYSELF. #1 #2 #3 #4 #5 #6 #7 #8 #9 DO THE RIGHT THING, EVEN WHEN IT’S HARD.#10
  29. 1 Earn my attention, don’t steal it. #
  30. Your time is precious.
  31. So is your customer’s.
  32. As you learned growing up, if you don’t have something valuable to say…
  33. As you learned growing up, if you don’t have something valuable to say… DON’T SAYANYTHING ATALL.
  34. IS NOW A GOOD TIME TO TELL YOU ABOUT OUR MARKET-LEADING… customercode.com
  35. customercode.com
  36. 2 Treat me like a 
 person, not a 
 persona. #
  37. It’s fine to market to a persona, But you build relationships with a person.
  38. A person with fears, hopes, and dreams.
  39. A person with fears, hopes, and dreams.
  40. A person with fears, hopes, and dreams.
  41. A person with a life.
  42. 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.
  43. So be prepared to interact with customers how, when, and where they want.
  44. And if you can’t chat directly, get a bot to help out.
  45. 3 Solve for my success, not your systems. #
  46. Don’t make your process your customer’s problem.
  47. Customers don’t care about your carefully crafted, magical “BUYER’S JOURNEY.”
  48. customercode.com
  49. YOUR DEPARTMENTS. And they definitely don’t care about or their dysfunctions
  50. They just want you to solve their problem — and quickly.
  51. 4 Use my data, but don’t abuse it. #
  52. It’s hard to have a relationship with a person who doesn’t remember your name. ?
  53. customercode.com
  54. Customers shouldn’t have to repeat their entire history every time they interact with you.
  55. customercode.com
  56. They expect you to use their data to create helpful, personalized experiences.
  57. But don’t abuse it. Your relationship will never recover.
  58. 5 Ask for feedback, and act on it. #
  59. The absence of a complaint is not a compliment...
  60. Especially if you aren’t listening for either.
  61. No one knows your customer experience better than your customers.
  62. So ask them how you can improve…
  63. So ask them how you can improve — AND DO SOMETHING ABOUT IT.
  64. 6 Own your screw-ups. #
  65. Everyone makes mistakes. It’s part of life.
  66. It’s how you deal with them that sets you apart. Everyone makes mistakes. It’s part of life.
  67. Say you’re sorry, be sorry, and make it better.
  68. Like KFC. They may have run out of chicken, but they didn't chicken out of apologizing.
  69. Your customers will appreciate it.
  70. If a company you regularly buy from made a mistake, but apologized and made it right, would you continue to buy from them? 4%96% YES NO HubSpot Research
  71. 7 Help me help you,
 by helping myself. #
  72. customercode.com
  73. You know who really knows how to solve for your customers’ needs?
  74. YOUR CUSTOMERS
  75. Give them ways to 
 answer their own questions… ? ? ?
  76. Give them ways to 
 answer their own questions and solve their own problems.
  77. They’ll call you, beep you, if they want to reach you.
  78. 8 I don’t mind paying, but I do mind being 
 played. #
  79. customercode.com
  80. Customers shouldn’t need a math degree to figure out what they’ll pay.
  81. customercode.com
  82. When we asked buyers if confusing pricing would keep them from making a purchase, 69% said yes. No 31% Yes 69% The people who answered "No" must really enjoy hide-and-seek ¯_(ツ)_/¯ HubSpot Research
  83. $“ 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 D Y A N D Y O 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 Y O 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 W A Y ” F E E INVOICE That means invoices like this no longer fly with today’s customers.
  84. Keep your pricing and discounts open, clear, and fair.
  85. Keep your pricing and discounts open, clear, and fair.
  86. Keep your pricing and discounts open, clear, and fair.
  87. 9 Don’t block 
 the exit. #
  88. customercode.com
  89. If you can make a purchase with one click …
  90. * H U B S P O T D O E S N O T H A V E A P A T E N T O N T H I S You should be able to cancel that purchase with one click.
  91. It’s not just the right thing to do…
  92. It’s not just the right thing to do — IT’S BETTER FOR BUSINESS.
  93. of consumers are more likely to buy if a company makes it easy and simple to cancel. HubSpot Research 89%
  94. So don’t do this…
  95. If a customer’s meant to be, they’ll be. If they’re not, let them be.
  96. But most importantly…
  97. 10# Do the right thing. even when it’s hard.
  98. 10 Do the right thing, even when it’s hard. #
  99. 10 Do the right thing, even when it’s hard. # Especially when it’s hard
  100. It’s not just nice to do. It’ll define your destiny.
  101. It’s not just nice to do. It’ll define your destiny.
  102. Because your relationship with your customers doesn’t stop the moment you make a sale. STOP
  103. Purchase Stop Customer Experience
  104. It begins the moment a customer discovers your brand, and it never ends.
  105. First contact Purchase Stop Customer Experience
  106. If you ignore your customers, your business will suffer.
  107. It's no longer enough to grow…
  108. It's no longer enough to grow — WE NEED TO GROW BETTER.
  109. Growing better is never forgetting to solve for the customer.
  110. It's placing long-term relationships ahead of short-term results.
  111. It’s more than what you sell; it's whether your succeed.
  112. So to all of our customers, we hear you loud and clear.
  113. We promise to abide by these tenets.
  114. We promise to create a culture that puts customers first,
  115. We promise to create a culture that puts customers first, an experience that customers love,
  116. We promise to create a culture that puts customers first, an experience that customers love, and technology that customers value.
  117. And we promise to hold ourselves accountable by grading ourselves against these tenets every year.
  118. N A M E : H U B S P O T | Y E A R : 2 0 1 8 E A R N M Y A T T E N T I O N , D O N ’ T S T E A L I T . T R E A T M E L I K E A P E R S O N , N O T A P E R S O N A . S O L V E F O R M Y S U C C E S S , N O T Y O U R S Y S T E M S . U S E M Y D A T A , 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 A C K , A N D A C T O N I T . O W N Y O U R S C R E W - U P S . H E L P M E H E L P Y O U , B Y H E L P I N G M Y S E L F . I D O N ' T M I N D P A Y I N G , B U T I D O M I N D B E I N G P L A Y E D . D O N ’ T B L O C K T H E E X I T . S C O R E A V E R A G EA V E R A G E 8 6 6 9 7 8 7 6 7 7.1customercode.com
  119. N A M E : H U B S P O T | Y E A R : 2 0 1 8 E A R N M Y A T T E N T I O N , D O N ’ T S T E A L I T . T R E A T M E L I K E A P E R S O N , N O T A P E R S O N A . S O L V E F O R M Y S U C C E S S , N O T Y O U R S Y S T E M S . U S E M Y D A T A , 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 A C K , A N D A C T O N I T . O W N Y O U R S C R E W - U P S . H E L P M E H E L P Y O U , B Y H E L P I N G M Y S E L F . I D O N ' T M I N D P A Y I N G , B U T I D O M I N D B E I N G P L A Y E D . D O N ’ T B L O C K T H E E X I T . S C O R E A V E R A G EA V E R A G E 8 6 6 9 7 8 7 6 7 7.1customercode.com
  120. And we encourage you to do the same by filling out your own report card.
  121. N A M E : _ _ _ _ _ _ _ _ | G R A D E : _ _ | Y E A R : 2 0 1 8 S C O R E A V E R A G EA V E R A G Ecustomercode.com E A R N M Y A T T E N T I O N , D O N ’ T S T E A L I T . T R E A T M E L I K E A P E R S O N , N O T A P E R S O N A . S O L V E F O R M Y S U C C E S S , N O T Y O U R S Y S T E M S . U S E M Y D A T A , 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 A C K , A N D A C T O N I T . O W N Y O U R S C R E W - U P S . H E L P M E H E L P Y O U , B Y H E L P I N G M Y S E L F . I D O N ' T M I N D P A Y I N G , B U T I D O M I N D B E I N G P L A Y E D . D O N ’ T B L O C K T H E E X I T .
  122. N A M E : _ _ _ _ _ _ _ _ | G R A D E : _ _ | Y E A R : 2 0 1 8 E A R N M Y A T T E N T I O N , D O N ’ T S T E A L I T . T R E A T M E L I K E A P E R S O N , N O T A P E R S O N A . S O L V E F O R M Y S U C C E S S , N O T Y O U R S Y S T E M S . U S E M Y D A T A , 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 A C K , A N D A C T O N I T . O W N Y O U R M I S T A K E S , D O N ’ T M A K E E X C U S E S . H E L P M E , H E L P Y O U ( B Y H E L P I N G M Y S E L F ) . M A K E Y O U R P R I C I N G T R A N S P A R E N T A N D F A I R . D O N ’ T B L O C K T H E E X I T . S C O R E A V E R A G EA V E R A G E Download the template at customercode.com
  123. And please tell us what you think! Share your report card or give us feedback by emailing customercode@hubspot.com. @dharmesh (one of our founders) reads every email. Getting feedback is important, remember?
  124. Because when our customers succeed, we do too.
  125. Let's all grow better, together. ,

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