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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606: (Solo) The Week Before Black Friday: What Smart Ecommerce Founders Are Doing Differently

606: (Solo) The Week Before Black Friday: What Smart Ecommerce Founders Are Doing Differently

It’s not too late to win Black Friday. Even if you’re behind, there’s still time to drive serious results—if you focus on the right moves. In this episode, I share my final Black Friday checklist a...

18 Marras 202510min

605: He Bought an Airline for $0.30 (and made BILLIONS) | Tony Fernendes (Best of Foundr)

605: He Bought an Airline for $0.30 (and made BILLIONS) | Tony Fernendes (Best of Foundr)

Tony Fernandes turned a failing airline into a billion-dollar business and built AirAsia into one of the most recognized brands in Asia. In this interview, Tony explains how he bought AirAsia for ju...

13 Marras 202541min

604: (Solo) What Labubu and Apple Can Teach You About Scarcity Marketing

604: (Solo) What Labubu and Apple Can Teach You About Scarcity Marketing

Think scarcity is just a marketing gimmick? Used properly, it’s one of the fastest ways to increase perceived value, build community, and grow sales—without racing to the bottom on discounts. In th...

11 Marras 202512min

603: He Built a $1B Beauty Brand Selling $1 Makeup | Joey Shamah

603: He Built a $1B Beauty Brand Selling $1 Makeup | Joey Shamah

Joey Shamah built e.l.f. Cosmetics into a billion-dollar beauty brand by doing the exact opposite of every competitor in the industry. In this interview, the e.l.f. co-founder breaks down how he turn...

6 Marras 202551min

602: (Solo) What I Learned From Alex Hormozi’s $100M Book Launch

602: (Solo) What I Learned From Alex Hormozi’s $100M Book Launch

Everyone saw the headlines—but the real lessons from Alex Hormozi’s $100M book launch are in the planning, positioning, and pre-launch. In this episode, I break down the fundamentals you can lift s...

4 Marras 202513min

601: The Couple Who Built a 9-FIGURE Brand While Working Full-Time Jobs | Natalie Holloway

601: The Couple Who Built a 9-FIGURE Brand While Working Full-Time Jobs | Natalie Holloway

Natalie Holloway turned a $5,000 side hustle into Bala — a globally recognized fitness brand worn by millions and backed by Mark Cuban and Maria Sharapova. In this interview, the Bala co-founder bre...

30 Loka 202557min

600: (Solo) How Founders Should Actually Use AI (Without Getting Lost)

600: (Solo) How Founders Should Actually Use AI (Without Getting Lost)

AI is the biggest shift since the internet—and if you’re not using it daily as a founder, you’re falling behind. In this episode, I break down exactly how I use AI to think clearer, execute faster,...

28 Loka 202512min

599: They Rejected Her Idea, She Turned it into a BILLION Dollar Business | Suneera Madhani (Best of Foundr)

599: They Rejected Her Idea, She Turned it into a BILLION Dollar Business | Suneera Madhani (Best of Foundr)

Suneera Madhani built Stax from an idea her employer rejected into a $1B fintech unicorn processing over $25B in payments. In this interview, the Stax co-founder shares how she went from selling c...

23 Loka 202540min

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