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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631: He Built a $125M Brain Food Brand With Just 10 People | Will Nitze

631: He Built a $125M Brain Food Brand With Just 10 People | Will Nitze

Will Nitze went from selling Linsanity T-shirts in his college dorm to building IQ Bar into a $125 million brain food empire—with just a team of ten people. No bloated headcount. No burning through ...

12 Feb 51min

630: (Solo) How to Find People Who Actually Care About Your Business

630: (Solo) How to Find People Who Actually Care About Your Business

Most founders are desperate to hire — but they're asking the wrong question. It's not "How do I find great people?" It's "How do I find people who care as much as I need them to?" Here's the truth:...

9 Feb 10min

629: $50K to $300M+: How Two L'Oréal Employees Built Glow Recipe | Sarah Lee

629: $50K to $300M+: How Two L'Oréal Employees Built Glow Recipe | Sarah Lee

Sarah Lee went from cold-emailing 700 journalists by hand and sleeping two hours a night to building Glow Recipe into a nine-figure global skincare brand inside Sephora. And she did it without raising...

5 Feb 59min

628: (Solo) The Content Playbook I Wish I Had When I Started

628: (Solo) The Content Playbook I Wish I Had When I Started

If you’re staring at an empty Instagram feed, TikTok account, or LinkedIn page thinking, “What the hell do I even post?”, this episode is for you. Every early-stage founder hits this wall — and most s...

3 Feb 10min

627: How Lia Georgantis Built an Iconic Aussie Fashion Brand in Just 5 Years

627: How Lia Georgantis Built an Iconic Aussie Fashion Brand in Just 5 Years

Lia Georgantis took over a multi-brand fashion boutique with no business experience, lost most of her suppliers overnight, then rebuilt it into one of Australia’s most recognisable fashion brands by...

29 Jan 56min

626: (Solo) Work Life Balance Is an Illusion. Here’s What Works Instead

626: (Solo) Work Life Balance Is an Illusion. Here’s What Works Instead

Most founders won’t say this out loud… work-life balance doesn’t really exist. At least not in the early years. I didn’t want balance — I was obsessed. I worked until 5 a.m., skipped sleep, skipped ho...

27 Jan 10min

625: From $70M in Debt to $1B Amazon Deal in 45 Days | Jamie Siminoff

625: From $70M in Debt to $1B Amazon Deal in 45 Days | Jamie Siminoff

One billion dollars. That’s what today’s guest built — after being rejected on Shark Tank, nearly going bankrupt multiple times, and spending millions before making a single sale. In this video, Jam...

22 Jan 53min

624: (Solo) How to Create More Than You Consume (Without Burning Out)

624: (Solo) How to Create More Than You Consume (Without Burning Out)

Most founders drown in content — YouTube, TikTok, newsletters, podcasts — but they rarely create anything themselves. And here’s the problem: consumption doesn’t build businesses; creation does. In...

20 Jan 9min

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