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 Google Display Network or GDN interchangeably, although …
Best Practices: GDN Display Advertising for SaaS Lead Generation 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 »
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 product knowledge = awkward expensive situations When …
Product Knowledge Training 101 for SaaS Companies 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 »
When I was in college, I had one course left to graduate – Intro to Finance. It was horrible in every way. How could there be that much to say about money? After awhile the crazy jargon and lessons started to compound and build on each other in a way that I could no longer …
People With Poor Memory Are Actually More Creative! 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 »
There was an excellent talk by the Chris Herbert of CEB at the Art of Customer Satisfaction conference in London where Nickelled was exhibiting this week. The talk was looking at the impact of delighting your customer and the impact to loyalty (Will they keep using your service?). The results were counterintuitive and surprising. CEB looked at the customer service …
Why CEB’s ‘Stop delighting your customers’ makes sense for your business Read More »
The June 2015 edition of the venerable Which? magazine has a feature assessing call centre satisfaction ratings. For those not familiar with it, Which? magazine is something of an anomaly in the modern, sharing, online world. It is a subscription only magazine and online site. It takes no advertising allowing it to be completely unbiased …
Why Which? Magazine got it all wrong on 2015 call centre survey Read More »
Online marketplaces are transforming the way we transact commerce. The amount of aggregator markets occupying all the places that Amazon and eBay don’t yet reach. From the cab that we order to the food that’s delivered to us to to the restaurant that we book, our enthusiasm for the convenience of a marketplace is only …
How to improve the seller experience on any online marketplace. Read More »
Every once in a while it feels good to remind yourself why you got into the business in the first place. Building up a new company is fun and challenging and engrossing in equal measure. It can be so engrossing at times that you can lose sight of the original goal – which of course …
How Kayako’s #custserv stories reminded me why I started Nickelled. Read More »
