One of the most important aspects of marketing is turning your customers into advocates for your brand and product.
Unfortunately, the reality of business is that every company has customers that leave its service. These customers can turn into thorns in your company's side if they're not treated right, so it's important to ensure that even your ex-customers are happy with their experience.
Here at HubSpot we don't have a ton of ex-customers, but those customers that do chose to cancel their HubSpot subscription typically don't turn into angry excustomers.
To find out how we achieve this, I interviewed Ben Smith (@TheRealBenSmith) from the HubSpot customer support team. Ben explained how marketers and support people everywhere can learn from our off-boarding process.
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