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 retained users are the lifeblood …
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. We learned, and we learned fast. And now, we make sure that customer onboarding processes are front and center for the SaaS customers we work …
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 are many developers’ first port of …
jQuery Website Tours: When Are They A Good Idea? Read More »
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 and Customer.io has changed the way modern businesses communicate. Here's …
4 In-App Auto Messages You Should Be Using But Probably Aren’t Read More »
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 I’d argue that for most SaaS businesses, …
4 Quick Wins To Help Nail The First Run Experience Read More »
An interesting question was posed to us on Quora this week – what’s the impact of user onboarding on the total lifetime value of a customer? We brainstormed a bit internally, and came up with the answer below – essentially, it’s a hard thing to work out but it is possible if you make some …
How to Quantify the Impact of User Onboarding on Churn and LTV Read More »
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 behind what makes a great tour, until …
Website Guided Tours: Nine Scientific Tips For Success Read More »
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 from user onboarding — and how …
The Nickelled Guide To User Onboarding Metrics That Matter Read More »
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 make a direct impact on the …
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 – first at the MindTheProduct conference (nerdfest for product …
How We Know User Onboarding Is Really About The First Session Read More »
The coffee has worn off. Your users are panicked, overworked and somewhat terrorized by their workload. They just want to get their job done. Your primary enemy? Peak distraction. Your challenge? To get this manic, attention poor user to feel like they’re in control of their job. Then there’s the real enemy: the constant, ongoing …
All Users Have ADD – Here’s What You Can Do About It Read More »
Digital marketplaces are emerging quickly to provide any number of essential (or not so essential) services between usually large numbers of vendors and suppliers. In the UK for instance we see Just Eat and Hungry House taking food orders from millions of consumer for thousands of restaurants. Deliveroo is going one step further and actually …
The common traits of great digital marketplace experiences Read More »
