PinnedThe customer experience playbookCustomer expectations are constantly changing and evolving. The way we discover, research and buy products and services from companies…Oct 27, 2021A response icon1Oct 27, 2021A response icon1
PinnedHow to align incentives with your customers’ successMarch 2020 was chaotic. I was in my third month at HubSpot when it became apparent that the COVID-19 pandemic was not just a blip. As…Aug 19, 2021Aug 19, 2021
How to align strategy around the customerI recently had a frustrating, but familiar, customer experience.Jul 28, 2021Jul 28, 2021
How to align your teams around the flywheelAs HubSpot’s Chief Customer Officer, my charter is to create a delightful customer experience.Jul 19, 2021Jul 19, 2021
How to Build a Customer-First CultureA delightful customer experience happens at the intersection of art and science. Art is your culture, and science is your disciplines — I…May 18, 2021A response icon3May 18, 2021A response icon3
The Art and Science of Customer ExperienceThe world changed pretty dramatically in 2020 — and that’s an understatement. Since I joined HubSpot as Chief Customer Officer last…May 3, 2021May 3, 2021
