welcome to the - babelquest.co.uk hug - slides-1.pdf · babelquest gem latimer inbound strategist...
TRANSCRIPT
![Page 2: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/2.jpg)
Before we begin...● Post on social media and tag @babelquestuk for
a chance to spin the wheel and win prizes!
![Page 3: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/3.jpg)
Ice breaker - You got given an image when you came in… find someone with the same image and find out a fact about them to win a prize!
![Page 5: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/5.jpg)
Hello.
Keep that energy going
![Page 6: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/6.jpg)
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
– Steve Jobs
![Page 7: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/7.jpg)
Speakers for this evening
Janice Hewitt
Inbound Strategist atBabelQuest
Gem Latimer
Inbound Strategist atBabelQuest
Emma Browning
Managing Director atMeraki HR
![Page 8: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/8.jpg)
Agenda for this eveningWelcome to the August HUG
19:20 - 19:40 "How to make your customers feel a part of your team"
19:00 - 19:20
19:40 - 20:00
20:00 - 20:20
20:20 - 20:40
Break
"Delighting Your Customers With Automation"
"Delighting your employees to delight your customers"
![Page 9: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/9.jpg)
Quiz Time...According to HubSpot research ___% of customers want to communicate with companies via email for customer service. 48% want to use the phone, 42% live chat, and 36% "Contact Us" forms." (Respondent’s could select more than one)
A. 52%B. 62%C. 89%D. 26%
![Page 10: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/10.jpg)
Quiz Time...According to HubSpot research ___% of customers want to communicate with companies via email for customer service. 48% want to use the phone, 42% live chat, and 36% "Contact Us" forms." (Respondent’s could select more than one)
A. 52%B. 62%C. 89%D. 26%
![Page 11: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/11.jpg)
Quiz Time...Which of the following is not a feature of Service Hub?
A. TicketingB. SurveysC. Call routingD. Knowledge hub
![Page 12: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/12.jpg)
Quiz Time...Which of the following is not a feature of Service Hub?
A. TicketingB. SurveysC. Call routingD. Knowledge hub
![Page 13: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/13.jpg)
Quiz Time...Which of the following tools is not available in HubSpot Free?
A. EmailB. AdsC. Social MediaD. Forms
![Page 14: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/14.jpg)
Quiz Time...Which of the following tools is not available in HubSpot Free?
A. EmailB. AdsC. Social Media!D. Forms
![Page 15: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/15.jpg)
Product / HubSpot Updates - Updates to HubSpot free
- Internal comments in Conversations
- Roles for user permissions (Enterprise only)
- Reporting dashboard drill downs
- Duplicate contact management
Get latest product updates by following us on Linkedin!
![Page 16: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/16.jpg)
HubSpot’s Learning Centre- Building Your First Web App
- Content Strategy Course
- Using HubSpot's Free Marketing Tools
- Nurture Leads and Customers With HubSpot
- YouTube Marketing Course
- Building Custom Reports in HubSpot
- Start and Grow Your Video Marketing Strategy
![Page 17: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/17.jpg)
Welcome
Janice Hewitt
![Page 18: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/18.jpg)
Delight: One Team One Dream
Intro | Customer stages | Tools & tactics
![Page 19: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/19.jpg)
Janice Hewitt | Inbound Strategist | BabelQuest
![Page 20: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/20.jpg)
Sorry...
![Page 21: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/21.jpg)
15+ years in customer service, sales & marketing
-
I’ve dealt with a few of these...
![Page 22: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/22.jpg)
![Page 23: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/23.jpg)
Crowdfunding Consultant and
Marketing Manager
- 95% success rate on campaigns
- Raised 150K in funding with 15 entrepreneurs
36.5%
9%
![Page 24: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/24.jpg)
![Page 25: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/25.jpg)
Customer delight is...
Exceeding a customer's expectations to create a positive customer experience with a product or brand.
Delight
![Page 26: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/26.jpg)
Lifecycle stages● Subscriber● Lead● MQL● SQL● Opportunity● Customer● Advocate
![Page 27: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/27.jpg)
Why?
![Page 28: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/28.jpg)
The more advocates you have, the fewer ads you have to buy.
Dharmesh Shah HubSpot CTO and Co-Founder
![Page 29: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/29.jpg)
5-25X more expensive to acquire a new customer
A 5% increase in customer retention can increase company revenue by 25-95%
The probability of selling to an existing customer is 60-70 percent.
The probability of selling to a new prospect is 5-20 percent.
![Page 30: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/30.jpg)
How?Solve customers' problems. Be timely. Be helpful.Help customers succeed.Listen to customer feedback.Be enthusiastic.Be unexpected.Build a community.
… and use the HubSpot tools to help!
![Page 31: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/31.jpg)
Customer Lifecycle Stages
Handover
Onboarding
Ongoing
Renewal
![Page 32: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/32.jpg)
Handover & Onboarding
Setting expectations- SLA, roles and responsibilities
Getting buy-in- align the goals, ask for input, assign
some tasks
Communication & documentation- Connect inbox, notes, playbooks tool
![Page 33: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/33.jpg)
One of many possible examples
● Collect consistent information
● Improve productivity
● Enables the service team
![Page 34: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/34.jpg)
![Page 35: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/35.jpg)
Ongoing Service
Relationship building (partnership mentality)- Educate and coach - Gestures, special offers
Communicate results- Own the mistakes & celebrate the
successes
Build a story together- Co-promotion & case studies
![Page 36: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/36.jpg)
One of many examples
![Page 37: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/37.jpg)
Another of many possible examples
![Page 38: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/38.jpg)
Sidebar: Report Drill Down
![Page 39: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/39.jpg)
Renewal
Anticipate needs (remember their pain points)
- Prove ROI? Look good? Save money?- Use workflows to make it easy
![Page 40: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/40.jpg)
Advocacy
You won’t know unless
you ask, measure,
and document
- NPS survey- Get feedback regularly - Listen and respond
![Page 41: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/41.jpg)
Thanks!
Questions?
![Page 42: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/42.jpg)
Break time...● Post on social media and tag @babelquestuk for a chance to
spin the wheel and win prizes!
● Visit our resource booth○ free HubSpot portal audit○ content marketing ebook…
![Page 43: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/43.jpg)
Welcome
Gem Latimer
![Page 44: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/44.jpg)
Welcome
Emma Browning
![Page 45: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/45.jpg)
![Page 46: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/46.jpg)
Looking for your next opportunity?We’re looking for amazing people to join our team!
● Inbound Marketers● SEO Marketer● Technology Content Writer● Social Media Marketer● PPC Marketer● Content Writers● Video Producer● Business Development Rep
www.babelquest.co.uk/careers
![Page 47: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/47.jpg)
If you love what we do at the Oxford HUG, we'd be really grateful if you could leave us a testimonial on our HubSpot Partner Directory Page.
www.hubspot.com/agencies/babelquest
Help grow the HUG
![Page 48: Welcome to the - babelquest.co.uk HUG - Slides-1.pdf · BabelQuest Gem Latimer Inbound Strategist at BabelQuest Emma Browning Managing Director at ... - Building Custom Reports in](https://reader034.vdocuments.mx/reader034/viewer/2022050212/5f5e557ef9149f7d321b07a8/html5/thumbnails/48.jpg)
Next HUG: AUTOMATIONWe’re on the hunt for speakers!
We’re always looking for speakers for our HUGs. If you’re an expert in a particular topic or would like to share your
own HubSpot success story, let us know!
Preparing the 12-month HUG plan, topics TBC
Next HUG