OwlTail

Cover image of Michael Redbord

Michael Redbord

12 Podcast Episodes

Latest 18 Sep 2021 | Updated Daily

Weekly hand curated podcast episodes for learning

Episode artwork

The potholes of scaling customer support and service - Interview with Michael Redbord of HubSpot

Punk CX with Adrian Swinscoe

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.

38mins

26 Nov 2019

Episode artwork

#CX 29: 4 Things Every Customer Wishes You Understood About Them w/ Michael Redbord

B2B Growth: Your Daily B2B Marketing Podcast

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

41mins

14 Nov 2019

Similar People

Episode artwork

A lack of executive desire and recognition is holding back customer service - Interview with Michael Redbord of Hubspot

Punk CX with Adrian Swinscoe

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.

42mins

3 Nov 2019

Episode artwork

34. 4 Things EVERY Customer Wish You Understood About Them w/ Michael Redbord

The Customer Experience Podcast

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.

40mins

10 Sep 2019

Most Popular

Episode artwork

EP22 | Michael Redbord - How HubSpot turns customers into marketers by creating a customer-driven culture

CHURN.FM

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!

47mins

14 Aug 2019

Episode artwork

HubSpot’s Michael Redbord on staying in touch with your customers as you scale

Inside Intercom Podcast

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

26mins

11 Jul 2019

Episode artwork

E236: The Customer-Centric Model That Drives HubSpot’s Growth With Michael Redbord

Breakthrough Success

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

28mins

31 Aug 2018

Episode artwork

129: HubSpot's Michael Redbord on Customer Service Mindset and Culture

HubShots - The Unofficial Down Under HubSpot Podcast

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-IxPJLE8ygPDQhNQRecorded: Tuesday 17 July 2018 | Published: Monday 13 August 2018

22mins

13 Aug 2018

Episode artwork

078: Michael Redbord Hardly Anyone Buys Your Software Just to Log On

Helping Sells Radio

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

39mins

20 Jul 2018

Episode artwork

Turning Happy Customers Into Brand Advocates - Featuring Guest Michael Redbord

Amazing Business Radio

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

36mins

3 Jul 2018

Loading