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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14: The Art of Rejection: 100 Days of Rejection Therapy and Overcoming The Fear of Failure with Jia Jiang

14: The Art of Rejection: 100 Days of Rejection Therapy and Overcoming The Fear of Failure with Jia Jiang

Fists clenched, hidden iPhone filming from his shirt pocket, Jia Jiang stands in a glossy-tiled shopping mall in east Texas. And, as if tugged by a magnet, he ambles towards a seated security guard. W...

15 Dec 201438min

13: How Houzz Built a Community of 450,000 active professionals and 25M Unique Visitors a Month with Adi Tatarko

13: How Houzz Built a Community of 450,000 active professionals and 25M Unique Visitors a Month with Adi Tatarko

Adi Tatarko, co-founder of online home design platform Houzz, began her journey by purchasing her dream home built in 1955 – a fixer-upper – and then setting about renovating it. “Unfortunately the pr...

14 Dec 201443min

12: Building a Car From Scratch and Selling it - The Tom Car Story

12: Building a Car From Scratch and Selling it - The Tom Car Story

David Brim never meant to get into the car manufacturing business. He initially planned to import and sell the Tomcar Australia — an Israeli military vehicle — in Australia, but as things snowballed h...

11 Dec 201446min

11: How to Use Growth Hacking to Rapidly Scale and Grow Your Business with Bronson Taylor from Growthhacker.tv

11: How to Use Growth Hacking to Rapidly Scale and Grow Your Business with Bronson Taylor from Growthhacker.tv

Growth Hacker TV launched on May 1st of last year and has taken the entrepreneurial world by storm. Co-founder Bronson Taylor has suddenly provided a place where experts on startup growth reveal their...

10 Dec 201438min

10: Creating a Social Movement & Doing Work That Truly Matters with Dan Flynn - The Thankyou Group Story

10: Creating a Social Movement & Doing Work That Truly Matters with Dan Flynn - The Thankyou Group Story

Nine hundred million people around the world do not have access to safe drinking water. Globally, consumers spend $60 billion on bottled water each year. In the face of these stark mathematics, most m...

8 Dec 201443min

09: Leading a Billion Dollar Company (SurveyMonkey) to Success - Entrepreneurship 101 with Dave Goldberg

09: Leading a Billion Dollar Company (SurveyMonkey) to Success - Entrepreneurship 101 with Dave Goldberg

Obstacles, opportunities, and the ability to operate amid them: that's the business of business. Dave Goldberg knows. He does it every day. After post-college stints in management consulting and the m...

7 Dec 201437min

08: The Making of a Young Millionaire - The Neil Patel Story on marketing, content , startups and musings of a successful entrepreneur

08: The Making of a Young Millionaire - The Neil Patel Story on marketing, content , startups and musings of a successful entrepreneur

Neil Patel is the cofounder of two well-known and highly successful analytics companies: Crazy Egg and KISSmetrics. He is based in Seattle, Washington and wears many hats including that of an entrepre...

4 Dec 201436min

07: Reverse gears - Yaro Starak Interviews Nathan on the Story behind Foundr and creating a successful media startup

07: Reverse gears - Yaro Starak Interviews Nathan on the Story behind Foundr and creating a successful media startup

In this episode of the Foundr Podcast gears are reversed and Nathan invites his good friend Yaro Starak to interview him for the show.   Yaro Starak is an entrepreneur, blogger and internet marketer f...

3 Dec 201443min

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