Hubspot Total Experience Strategy Explained
The Hubspot approach to service shows how a strong total experience strategy can turn every interaction into a moment that builds trust, loyalty, and long-term growth.
Modern customers expect fast, personalized, and consistent support across every channel. Meeting those expectations requires more than good customer service. It demands a unified focus on people, processes, and technology working together.
This guide breaks down the total experience model from the original HubSpot total experience article and turns it into a practical how-to you can start applying today.
What Total Experience Means in a Hubspot Context
Total experience is a holistic strategy that connects four experience pillars into one coordinated approach:
- Customer experience (CX)
- User experience (UX)
- Employee experience (EX)
- Multi-experience (MX)
Instead of optimizing each area in isolation, you align them around shared goals and shared data. That is the foundation of the Hubspot-style flywheel, where customer success feeds business growth.
The Four Experience Pillars Behind Hubspot Success
Customer Experience: The Core of Any Hubspot Strategy
Customer experience covers every interaction someone has with your brand, from discovery to renewal and advocacy. In a total experience model, you focus on:
- Setting clear expectations before a sale
- Delivering frictionless onboarding
- Offering responsive, multichannel support
- Following up thoughtfully after each interaction
Hubspot emphasizes that CX is not just support; it is the sum of marketing, sales, and service working together.
User Experience: Making Every Hubspot Interaction Intuitive
User experience is about how easy and enjoyable it is to use your product, service, or portal. Important UX principles include:
- Clear navigation and labeling
- Fast access to common actions
- Consistent design patterns
- Helpful guidance, tooltips, and onboarding flows
When UX is strong, customers need fewer support interactions, and when they do contact you, they arrive less frustrated and more open to solutions.
Employee Experience: Empowering Teams the Hubspot Way
Employee experience focuses on how engaged, supported, and equipped your teams feel. It includes:
- Modern, easy-to-use internal tools
- Training and clear documentation
- Psychological safety and coaching
- Recognition and opportunities to grow
Hubspot’s service philosophy shows that employees who are supported and informed create better experiences for customers, which improves retention and referrals.
Multi-Experience: Omnichannel Journeys Aligned With Hubspot Data
Multi-experience connects the channels your customers use:
- Email, chat, and messaging apps
- Self-service portals and knowledge bases
- Phone, video, and in-person meetings
- Mobile apps and social media
The goal is to offer continuity. Customers should not have to repeat their story, and each new touchpoint should be aware of past interactions stored in your CRM.
Step-by-Step: Build a Hubspot-Style Total Experience
Use these steps to put total experience into practice in your own organization.
Step 1: Map Every Journey Across the Hubspot Flywheel
Start by mapping the journeys for prospects, new customers, power users, and at-risk accounts. For each journey, identify:
- Key touchpoints across marketing, sales, and service
- The tools and channels involved
- Owner teams and handoffs
- Moments of friction or confusion
This map helps you see where CX, UX, EX, and MX are disconnected.
Step 2: Align Teams Around Shared Experience Metrics
Adopt shared metrics across departments so everyone is accountable for experience quality. Common examples include:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Time to resolution for service requests
- Product adoption and feature usage
Hubspot’s approach encourages service teams, product teams, and sales to review these metrics together, not in silos.
Step 3: Create a Single Source of Truth With Hubspot-Style Data
Centralize customer data so any team member can see history, context, and preferences. Your CRM or support platform should include:
- Full communication history
- Purchase and subscription details
- Support tickets and resolutions
- Feedback, surveys, and NPS scores
When all teams work from the same record, customers experience continuity rather than repetition.
Step 4: Improve Employee Experience to Elevate Service Quality
Invest in your support and success teams so they can deliver the kind of experience Hubspot advocates. Focus on:
- Reducing tool fragmentation and manual work
- Providing searchable, updated internal documentation
- Offering scenario-based training and role-play
- Giving teams authority to resolve issues quickly
As EX improves, so does CX, because teams are more confident, informed, and less burned out.
Step 5: Enhance UX and Multi-Experience Together
Use support data to guide UX changes. Look for:
- Frequently asked how-to questions
- Common setup or onboarding issues
- Features that generate repeated confusion
Then, update your product experience and self-service resources in parallel. Make sure chat, email, and phone agents know about new flows and can guide users clearly.
Practical Tips to Apply Hubspot Total Experience
Connect Customer Feedback to Product and Service Teams
Set up clear loops so feedback from surveys, calls, and tickets reaches the right owners. For example:
- Weekly or monthly review sessions across teams
- Shared dashboards in your CRM or analytics tool
- Tags or categories for recurring problems
The pattern-based approach promoted in Hubspot content helps you find systemic issues, not just one-off events.
Use Automation Carefully in a Hubspot Framework
Automation is powerful when used to enhance, not replace, human judgment. Consider automating:
- Ticket routing based on skill and priority
- Follow-up reminders after key milestones
- Simple status updates and confirmations
But keep space for human touch on complex issues, escalations, and emotionally charged situations.
Measure the Impact of Your Total Experience Changes
As you adopt a Hubspot-inspired total experience model, track before-and-after metrics:
- Churn and renewal rates
- Expansion revenue from existing customers
- Average handle time and first contact resolution
- Employee engagement and turnover
Look for trends over time, and adjust your strategy as new patterns emerge.
Where to Learn More and Get Support
To deepen your understanding of total experience, review the original source on the HubSpot total experience blog. It offers more context, examples, and research references behind the framework summarized here.
If you need help designing or implementing a total experience roadmap similar to Hubspot’s model, you can also consult specialized partners. For instance, Consultevo provides strategic guidance on aligning customer experience, operations, and technology.
Bringing a Hubspot-Style Total Experience to Life
Total experience is not a one-time project. It is an ongoing discipline that ties together your customer experience, user experience, employee experience, and multi-experience channels.
By aligning teams, centralizing data, and continually improving based on feedback, you can create a total experience that reflects the principles shared in Hubspot content: customer-first, data-informed, and designed for long-term relationships.
Start with one journey, one team, and one improvement. Then expand the model until total experience becomes the standard for how you serve every customer, on every channel, at every stage.
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