240: How to Use Excellent Customer Support to Stand Out in a Crowded Market, With Ross Paquette of Maropost

240: How to Use Excellent Customer Support to Stand Out in a Crowded Market, With Ross Paquette of Maropost

When Ross Andrew Paquette founded email service provider Maropost in 2011, he never expected it to take off. “The plan was to have 10 customers and maybe sit by the pool a little more often than not,” he says with a laugh. But since then, he’s scaled the company to nine figures, with an impressive customer list that includes DigitalMarketer, Livestrong, and The New York Post. And beyond email marketing, Maropost has expanded into customer acquisition and ecommerce solutions. These are extremely crowded markets, but at the core of the company’s success is its strong commitment to excellent customer service, with heavy emphasis on a 24-hour in-app live chat and five-minute support response times. We chatted with Paquette to learn the strategies he used to so impressively grow his SaaS company in a short amount of time. Key Takeaways How Maropost got started The crazy story behind how Paquette met his co-founder How Maropost has expanded from email marketing to customer lead acquisition, mobile push notifications, CRM, and more How long it took to build the first version of Maropost What makes Maropost different from other ESPs The strong customer support focus of the business Why they focus on building a great organization, not just hitting numbers and growth Where he sees the SaaS market moving in the future Why he’s focused on building a legacy with his business What exciting projects are in store for Maropost

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Jaksot(709)

708: (Solo) What Nobody Tells You About Scaling Past $1M, $5M, and $10M

708: (Solo) What Nobody Tells You About Scaling Past $1M, $5M, and $10M

Every stage of business breaks you in a different way, and nobody warns you which thing is about to break. So it always feels like you are the only one who cannot figure it out. You are not. The game ...

21 Syys 12min

707: How Two Aussies Took On Samsonite & Rimowa - and Won ($100M+)

707: How Two Aussies Took On Samsonite & Rimowa - and Won ($100M+)

Athan Didaskalou had bet everything on a one-year-old suitcase brand called July. Then Covid wiped out travel and nearly took the business with it. What happened next turned it into a nine-figure glob...

17 Syys 52min

706: Jay Hated His Plumbing Job - Now He Sells Beach Pools and did $50K in a Month

706: Jay Hated His Plumbing Job - Now He Sells Beach Pools and did $50K in a Month

Jay Haddad hated being a plumber. He lived for the weekends - free diving, waterfalls, surfing, the beach - and when he and his wife had their first daughter at 23, the outdoor life they'd promised ea...

16 Syys 37min

705: (Solo) How Success Made Me Neglect the Thing That Built Everything

705: (Solo) How Success Made Me Neglect the Thing That Built Everything

I am going to tell you about the dumbest thing I have done in 12 years of building Foundr. It is not a bad hire or a failed launch. It is something far more dangerous, because I did not even realise I...

14 Syys 11min

704: How One Pivot Turned My FAILING Startup Into a $300M Brand

704: How One Pivot Turned My FAILING Startup Into a $300M Brand

Mariam Naficy sold her first company for over $100 million in cash - two weeks before the Nasdaq crashed in 2000. Then she did something harder. She built Minted, a crowdsourced design marketplace her...

10 Syys 49min

703: (Solo) If I Had to Start Over in 2026, Here's How I'd Make My First $1M

703: (Solo) If I Had to Start Over in 2026, Here's How I'd Make My First $1M

If I lost everything tomorrow, the team, the audience, the network, here's the exact tactical playbook I'd use to build back to $1 million from scratch. If I lost everything tomorrow, the team, the a...

7 Syys 10min

702: Mark Cuban Calls Us His BEST Shark Tank Deal Ever ($200M+)

702: Mark Cuban Calls Us His BEST Shark Tank Deal Ever ($200M+)

Four childhood friends pooled $30,000 in a Chicago apartment to make wet wipes for men. Everyone told them dudes would never use them. Thirteen years later, Dude Wipes does close to $220 million in ...

3 Syys 1h 1min

701: Trieu Doubled His Brand To $200K/Month In 5 Months - Whilst Still Working Full Time

701: Trieu Doubled His Brand To $200K/Month In 5 Months - Whilst Still Working Full Time

Trieu became a dentist because he liked working with his hands and helping people - he got into UCSF's dental school as the very last student accepted, number 81 in a class of 81. Then the job started...

2 Syys 28min

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