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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582: (Solo) 3 Lessons I’ve Learned From Interviewing 100+ Billionaires

582: (Solo) 3 Lessons I’ve Learned From Interviewing 100+ Billionaires

After interviewing over 100 billionaires and ultra-successful entrepreneurs, I’ve spotted three lessons that come up every single time — no matter the industry, background, or business model. In this...

26 Aug 202510min

581: How to Build a $100M Brand Without Raising a Dollar | Peach & Lily

581: How to Build a $100M Brand Without Raising a Dollar | Peach & Lily

Alicia Yoon is the founder of Peach & Lily—the pioneering brand that brought Korean skincare to the U.S. before “K-Beauty” was a buzzword. In this episode, she shares how her personal skin struggle...

22 Aug 20251h 13min

580: (Solo) The Step-by-Step Method to Reach Anyone — Even Billionaires

580: (Solo) The Step-by-Step Method to Reach Anyone — Even Billionaires

Four months into starting Foundr, I landed an interview with billionaire entrepreneur Richard Branson — without connections, without experience, and while building my very first business from scratch....

19 Aug 20257min

579: The Strategy That Made NYX a Household Name | Toni Ko (Best of Foundr)

579: The Strategy That Made NYX a Household Name | Toni Ko (Best of Foundr)

In this episode, Toni Ko, founder of NYX Cosmetics, shares how she built one of the fastest-growing cosmetics brands in the world—scaling from a $250,000 investment to a $500M exit to L’Oréal. She ...

15 Aug 202547min

578: (Solo) The Wake-Up Call That Changed How I Work

578: (Solo) The Wake-Up Call That Changed How I Work

I almost walked away from Foundr. Not because the business wasn’t working—but because I wasn’t. In this episode, I’m sharing the truth about burnout. After seven years of building nonstop, I hit a wa...

12 Aug 202510min

577: The Genius Referral Model Behind Burst’s Multi-Million Dollar Brand (Best of Foundr)

577: The Genius Referral Model Behind Burst’s Multi-Million Dollar Brand (Best of Foundr)

Brittany Stewart turned toothbrushes into a breakout DTC success story—co-founding one of America’s fastest-growing eCommerce brands: Burst Oral Care. In this episode, she shares how Burst launched...

8 Aug 202543min

576: (Solo) This One Trademark Mistake Nearly Killed My Business - Here's What I Learnt

576: (Solo) This One Trademark Mistake Nearly Killed My Business - Here's What I Learnt

I got sued just a few months into starting Foundr—and it nearly crushed everything I was building. In this short episode, I’m sharing the full story behind how I was forced to change the name of my...

5 Aug 20259min

575: Ty Haney on Being Ousted From Her Own Company: The Lesson's Learnt & How to Bounce Back

575: Ty Haney on Being Ousted From Her Own Company: The Lesson's Learnt & How to Bounce Back

In this episode, Ty Haney, founder of Outdoor Voices, shares how she turned her public downfall into the blueprint for an even bigger comeback—building multiple new brands and redefining how community...

1 Aug 202553min

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