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.
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