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 in a surprisingly short space …
How We Won In Paid Search By Focusing On Landing Page Quality Read More »
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 …
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 these to measure how satisfied their customers are …
Why Your Startup Shouldn’t Care About NPS Benchmarks Read More »
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 those customers leaving had bought …
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 »
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 a cost of between £5 and £10. If …
How to Create a Marketing Automation Flow with Twitter Leads and Drip 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 »
For any modern SaaS business, analytics play a critical part in the day-to-day operations of the company. With few offline operations, every decision – across strategy, sales, marketing and product – will likely be informed by the analytics data being held. When we work with clients to help them with user onboarding, our first step …
How We Built Our Analytics Stack For Customer Success 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 »
