Are you trying to improve the way you treat customers at your Software-as-a-Service (SaaS) business?
Marketing & CX
Imagine a lion tamer in the center of a circus ring, whip in one hand, a wooden chair in the other. The lion stares at the man, unsure of its next move. The crowd waits anxiously for the lion to strike — but nothing happens. The angry lion has been tamed, without brute force or coercion.
In-product tools can be extremely valuable to a business. Google Analytics, Mixpanel, Optimizely, Crazy Egg…I’m sure we all have a few we can’t live without. But if your technical resources are constrained, even the easiest tools to install end up somewhere in the development pipeline. As the non-technical side of the house, I know how hard it can be to wait to test out a new shiny tool.
Here at Wootric we’re big fans of Intercom. We use it ourselves to have meaningful conversations with our customers. Not surprisingly, our customers also tend to share the same passion for reaching their own customers in product, in the experience.
Net Promoter Score is a powerful and easy way to get a temperature check on your customers. And Software-as-a-Service, like any business, can benefit from customer listening.
“You Guys Suck.”
Yup, I’ve gotten that feedback from a customer. And I’ve learned to cherish it. Here’s why I love my unhappy customers.
We were a young company even within the framework of startups. When my business coach Shane Metcalf suggested I sit down with my co-founder to work on core values for Wootric, I was dismissive: It’s too early! We’ve only been doing this for a month. But he insisted that it is time to talk about core company values […]
I heard about Venture Beat’s GrowthBeat conference a little last minute, and made the decision to attend. As a marketer and a founder of a tool often leveraged by marketers, I was interested to hear the latest on growth (who doesn’t?) and connect up with other marketing minds in the tech community.
There’s been some great chatter over the past year about the most meaningful metrics to measure in an online business. I’ve seen posts by growth hackers (Brian Balfour, Hubspot), VCs (Kevin Colleran, General Catalyst), and influencers (Danny Crichton, TechCrunch) talking about the ‘essentials’ — the numbers that are worth the time to track, and the ones that help you, your team, and present or future investors gauge your progress and success as an organization.
Feedback is a powerful concept. The word itself sets you up for improvement—even success. And, so, for your online business (as a software-as-a-service (SaaS) provider with customers, a blogger with an audience, or an e-commerce product with a market), you want to solicit—heart-in-hand—feedback.