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

Episoder(612)

85: Creating a $100m+ Marketplace that Dominates Your Industry with Martin Hosking of Redbubble

85: Creating a $100m+ Marketplace that Dominates Your Industry with Martin Hosking of Redbubble

“Lean Startup” has become a popular concept in the world of entrepreneurship. All founders and founders-to-be have phrases like “pivot” and “fail fast” on the tips of their tongues. But for Martin Hos...

29 Mar 201645min

84: How to Build a Successful Business without Startup Funding with Rob Walling of Drip

84: How to Build a Successful Business without Startup Funding with Rob Walling of Drip

As a full time software developer working for a large company, Rob Walling dreamt of becoming an entrepreneur – and more than a decade later he has obtained serial entrepreneur status. Rob Walling is ...

23 Mar 201648min

83: From Bankruptcy to $20m exit with Tim Fargo of Tweet Jukebox

83: From Bankruptcy to $20m exit with Tim Fargo of Tweet Jukebox

It's not easy to admit when you're wrong, but you'll rarely find a better time than when you're filing for personal bankruptcy. That's what Tim Fargo of Tweet Jukebox had to do when he was a young man...

16 Mar 201650min

82: The Secrets to Success & Hustle with Gary Vaynerchuk of Vayner Media

82: The Secrets to Success & Hustle with Gary Vaynerchuk of Vayner Media

Gary Vaynerchuk is a bona fide Internet celebrity. At last count, he was sitting pretty at 1.21 million Twitter followers, and 226,000 Instagram followers. He’s appeared in the Wall Street Journal, Ti...

9 Mar 201638min

81: 15 Million+ Followers on Instagram & Counting! Interview with The Instagram Queen Gretta Rose van Riel

81: 15 Million+ Followers on Instagram & Counting! Interview with The Instagram Queen Gretta Rose van Riel

Every day there’s an entrepreneur out there who believes that they’ve found the golden ticket. The one idea that is so revolutionary that it’s going to change the landscape of their niche and bring th...

1 Mar 201656min

80: How to Explode Your Local Business Using Instagram with Ramy Georgy

80: How to Explode Your Local Business Using Instagram with Ramy Georgy

One type of entrepreneur we don't give enough credit to is the local business owner. While it seems that everyone in the startup world these days is trying to come up with the latest app, or next revo...

23 Feb 201638min

79: How to use Instagram to Generate Millions of Dollars in Your Niche with Deonna Monique

79: How to use Instagram to Generate Millions of Dollars in Your Niche with Deonna Monique

One common trait among successful entrepreneurs is a sense of urgency—spotting a need and responding without hesitation in order to address and capitalize on it, even when that means taking a risk. De...

16 Feb 201655min

78: Dominating Your Customer Acquisition Channel (SEO) with Raj Sheth

78: Dominating Your Customer Acquisition Channel (SEO) with Raj Sheth

No matter how you crunch the numbers, starting your own business is expensive. In fact one of the first crossroads moments you'll encounter as an entrepreneur, among many, is trying to figure where yo...

9 Feb 201652min

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