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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Episoder(698)

697: I Sold My House to Fund My Idea - and Built a £26M brand

697: I Sold My House to Fund My Idea - and Built a £26M brand

Sam Faiers had already shut down two businesses. She'd laid off her entire team in one day when the fashion brand stopped turning a profit. So when she found a collagen formula every manufacturer told...

20 Aug 50min

696: Jamie Left a Nike Exec Job to Bootstrap A Drinkware Brand - Now It's On Track For Seven Figures

696: Jamie Left a Nike Exec Job to Bootstrap A Drinkware Brand - Now It's On Track For Seven Figures

Jamie spent over 20 years in corporate America, including a stint as a Nike executive, before a barbecue accident changed everything. Hosting friends and family in Park City after a near-perfect day o...

19 Aug 1h

695: (Solo) I Was Winning. So Why Was I Falling Apart?

695: (Solo) I Was Winning. So Why Was I Falling Apart?

A few years ago I started waking up in the middle of the night, heart pounding, cold sweats, this overwhelming feeling of dread I could not explain. And the strangest part was there was no crisis. The...

17 Aug 12min

694: We Were Two Weeks From Shutting Down - Then We Found Our $30M Product

694: We Were Two Weeks From Shutting Down - Then We Found Our $30M Product

Chris and Jake Yap were two weeks from shutting down. A billion-dollar retailer had copied every product they launched and sold them for one tenth the price, then put it in the news - buy this coffe...

13 Aug 51min

693: (Solo) How I Built a Billion Dollar Network From Nothing (And How You Can Too)

693: (Solo) How I Built a Billion Dollar Network From Nothing (And How You Can Too)

I get this all the time. DMs, emails, some version of "hey Nathan, can I pick your brain?" And I get it, the intention is good. But here is what that message actually says to the person receiving it: ...

10 Aug 10min

692: I Was Selling Muesli From My Car Boot - Now I Run a $35M/Year Brand

692: I Was Selling Muesli From My Car Boot - Now I Run a $35M/Year Brand

Narelle Plapp started Food for Health twenty years ago making recipes for patients who couldn't find allergy-friendly food on any shelf. She loaded her first Woolworths order by hand - 14 pallets th...

6 Aug 50min

691: Anastasia's $850K Brand Collapsed To $42K A Month - Then She Tripled It Herself

691: Anastasia's $850K Brand Collapsed To $42K A Month - Then She Tripled It Herself

Anastasia Chapman came up with the idea for her brand where all good bathroom ideas start - sitting on a toilet, hiding a competitor's product she was too embarrassed to be seen with. She developed th...

5 Aug 53min

690: (Solo) The Truth About Selling Your Business (From Someone Who Said No)

690: (Solo) The Truth About Selling Your Business (From Someone Who Said No)

At some point, if you are building a DTC brand and getting traction, someone is going to reach out. An aggregator, a private equity firm, a bigger competitor. And most founders have no idea what to do...

3 Aug 12min

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