1. Website Guided Tours: Nine Scientific Tips For Success

    Website guided tours are a popular way to ensure the success of new users during the most vital period of app usage - the first few minutes. We’ve helped to create thousands of guides for our customers, but we’ve never taken a look at some of the science…
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  2. Best Practices: GDN Display Advertising for SaaS Lead Generation

    One of the toughest parts of a CMO’s job is building the upper funnel effectively - not every SaaS business has the budget for TV ads or billboards. One underused tool for driving SaaS lead generation is display advertising (in this piece, we’ll use display advertising and the…
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  3. The Nickelled Guide To User Onboarding Metrics That Matter

    It’s common for companies and marketers to think of user onboarding as an afterthought - something that needs to be added on after the product has been designed and is ready to go. Unfortunately, this means that nowhere near enough of us put thought into what results we want…
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  4. Product Knowledge Training 101 for SaaS Companies

    Let's make a wager. I bet you $5000 that within 2 minutes, I could make one of your product managers, customer success agents or sales reps speechless with a simple customer query. No? Don’t like those odds? Well it turns out you’re making that bet every day. Poor…
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  5. How To Consistently Support An Inconsistent Customer Base

    If you think your job is hard, try being a website serving a user base of 80 million. That job is way harder. That’s essentially what the UK government’s workhorse of a website, GOV.UK, does for its people. They won an award for it - as they…
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  6. A Super Quick Way To Design A Better FAQ

    The Forrester report published earlier this year only confirms what you may have already suspected: customers overwhelmingly prefer self-service support to live phone support. For the first time in the history of our survey, respondents reported using the FAQ pages on a company's website more often than speaking with an…
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  7. 10 Brilliant Ways To Explain User Onboarding

    People say the darndest things about user onboarding. Why? Because everyone wraps their heads differently around user onboarding. You see, onboarding is everyone’s job. Or at least it works best when people from multiple teams put their heads together. Everything from micro-copy to design to distribution can and does…
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  8. How We Know User Onboarding Is Really About The First Session

    What happens during those first few minutes that a user tries your platform for the first time? Despite the incredible value of asking (and answering) that question, it’s one that many product people don’t think about enough. I was recently around a very interesting continuum of product people…
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  9. Why In-Your-Face Onboarding Pays Off

    There’s an err...strain of thought shall we say, among some very smart people that great onboarding is intuitive (or invisible). Then there’s this, from Julie Zhuo, Director of Product Design at Facebook: “...Any new interface requires effort—effort to learn, to open up, to navigate through. While…
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  10. How 'Skills' Became Irrelevant In The Digital Economy

    You know what’s a complete joke? LinkedIn Skills & Endorsements. Lol. This is very generous. Entrepreneurship, guys? I’ve never started a company. Press releases? Never written one. Thanks though. Skills are really just a bunch of microscripts Despite the endorsements, I don’t really know how to “do”…
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