Companies everywhere are focusing more and more on customers — something HubSpot has been doing for years.
HubSpot is a leading CRM platform that provides software and support to help businesses grow. Its tools focus on attracting, engaging, and delighting customers. With nearly 160,000 customers, HubSpot knows that a seamless, connected experience is crucial.
Nikki Benson, Marketing Manager at HubSpot, works on the data and tools team and helps to run quarterly market research programs. “We’re asking our customers how their business is improving with our product.”
Benson’s team then brings this data back to the sales reps and executives to report on how the product is performing.
This was quite the initiative, especially for a new team. First, they used a third-party vendor to collect global customer feedback. Then the HubSpot team thanked their customers for that valued feedback with digital rewards. To keep their customer data secure, HubSpot’s internal marketing team handles the rewarding process.
Instead of manually ordering and sending out hundreds of rewards a year, which would be time-consuming and prone to errors, the data and tools marketing team turned to a digital rewards platform. They heard of BHN Rewards through colleagues in HubSpot’s UX department, who had seen great success implementing the tool to thank customers for participating in user testing. With an internal team already using BHN Rewards, it was a no-brainer for the marketing team. And once they started using it, they quickly learned why the UX team loved it so much.
“One of the parts that I like the best was organizing our campaigns into folders. That’s really helpful, because we work with multiple teams,” says Benson. The sorting capabilities make it easy for her to keep track of her own programs.
As a bonus, Benson is able to see the email deliverability of the rewards and quickly resend rewards if necessary.
“I’ve had people who have reached out and said, ‘Oh, I didn’t get my gift card.’ And then I can confirm if it was sent and opened, or I can resend the link to them if it hasn’t been opened,” she says.
With a high volume of responses and rewards, speed is essential — and BHN Rewards makes it easy to send out the desired reward campaigns quickly. Benson typically sends out rewards within 24-36 hours and consistently sees a high claim rate.
Plus, if she has any questions about the tool, the BHN Rewards team is here to help. “Every single time that I’ve needed help and I’ve reached out to support, they’ve been very responsive, very helpful. I loved that.”
Thanks to BHN Rewards, sending incentives is a painless part of Benson’s market research programs — as it should be. “Because it’s so easy and fast to create a campaign, I do save a lot of time and I don’t mind being the go-to person on my team to send out rewards … I can do it in under 10 minutes because I’ve used it so much and it’s pretty easy.”
Request a demo to see how BHN Rewards can help YOUR customer research and feedback programs!