1. Black Friday Discounts For SaaS Were A Terrible Idea. Here's Why.

    Something shocked me about Black Friday this year. This time it wasn’t just the usual shock, in which ordinarily civilized citizens behave inexplicably to save a few dollars, leaving me to question the fundamentals of our society (although they did and it does). What shocked me this year was…
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  2. How We Won In Paid Search By Focusing On Landing Page Quality

    This week I was talking to another business about the difficulties that they were having with Google AdWords. They had spent over $3000 in one two-month campaign and had received extraordinarily poor results. Their experiences got me thinking about our own efforts on paid search which have been pretty successful…
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  3. User Onboarding Examples You Can Steal

    Growth is no longer just about acquisition. For too long, growth hackers have defined their success by how many users they can pull in, without paying close enough attention to what those users do when they arrive. A user who signs up and doesn’t return is worth nothing — but…
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  4. Why Your Startup Shouldn't Care About NPS Benchmarks

    NPS is hot. 🔥🔥🔥 If you haven't been asked to rate your favorite SaaS businesses recently, chances are you will be before too long — we've been asked about ten times in the past week, courtesy of NPS measurement startups like Promoter.io and Wootric. Increasingly, our clients are using tools like…
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  5. Is Your Trial To Paid Conversion Rate Too Low?

    Picture a supermarket. It might look a bit like this: Now, imagine the streams of people that enter that supermarket every day. Imagine the hustle and bustle of the aisles, the cash registers ringing, the customers streaming out pushing carts fully-laden with bags. Now, imagine only one in ten of…
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  6. Six Things That Can Derail Your Customer Onboarding Process

    When we first started working in this space a couple of years back, we didn’t have the faintest idea what separated a good customer onboarding process from a bad one. Fraser, our product manager and UX fiend, was the only one who knew much about onboarding — and as our…
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  7. jQuery Website Tours: When Are They A Good Idea?

    Ah, jQuery. The faciliator of billions of website interactions every day, this little Javascript library has grown over the past decade to power 65% of the world’s websites, allowing neat animations, seamless events and the development of thousands of handy plugins. Including, of course, many jQuery website tours, which…
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  8. 4 In-App Auto Messages You Should Be Using But Probably Aren't

    Whether you’re trying to increase retention, improve onboarding or decrease churn, in-app messaging has become a standard for most SaaS businesses. It’s not difficult to see why — highly-targeted, behaviour-driven messaging was the holy grail of customer service teams for decades and the advent of solutions such as Intercom…
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  9. 4 Quick Wins To Help Nail The First Run Experience

    User onboarding is often seen as a PROJECT. You know, the type of project that you write a plan for, discuss extensively, define a strategy, discuss extensively, execute, and then discuss extensively. And that’s OK - if improving the first run experience isn’t critical to your business. But…
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  10. How to Create a Marketing Automation Flow with Twitter Leads and Drip

    In this week’s (traditional) Friday off topic blog post, I wanted to share how we created a powerful, completely automated lead generation solution using Twitter lead generation ads and a Drip email campaign. 'Leads on Twitter' ads have worked fairly well for us in the past, producing leads at…
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