This question keeps cropping up on calls I have with startups looking to improve their user's experience... and I have a somewhat love-hate relationship with NPS. Let's first go through why I don't like NPS. Why I don't like NPS 1. The interpretation of the...
You need a constant stream of feedback from your customers. In B2B SaaS there are 3 ways to collect that feedback… and my favourite is number 3: 1. The Sales Team 2. One-on-One calls with Customers 3. In-Product feedback If you can do all three, you’ll have a gold...
(Ferry is one of my clients in the EV space) Use of Electric Vehicles is still very low… And Ferry is determined to change that by helping more people drive an EV this year! ⚡️🚗🛵 The first few deliveries have been quite thrilling and they...
Interviewing is a shortcut to learning about an industry. and it's worth keeping recruitment open... even when not actively hiring.
The bar is so low in B2B SaaS selling! If you just work a tiny bit to improve the experience you're already much better than the rest. Based on a true story... I'm looking for a SaaS tool for a client. After doing all my research, I find what I think is the best one....
Understanding where your users come from and where they are spending time on your website is crucial. Knowing where they come from helps you make decisions around strategy, what to focus on and where to put the money on acquisition channels to get more users, and...
Someone else might need to hear this...
Sometimes you're too close to your product to see where you're being too vague... or too technical... or just not clear. That's when you need someone to show you how you can be clearer and see new opportunities for growth. If this sounds like you, I've just opened my...
Somedays we win by just not doing nothing.
What are your happiest customers saying about you? Discover that and go do more of it. Sounds obvious but it’s surprising how many teams ignore this by never investing time to talk to customers.
From“they don’t know we exist”to“they’re telling other people to buy from us” That’s the journey you have to go through for growth. And the first challenge is to see where you’re currently at and what to focus on to get the most benefit. Focusing on Activation when...
What’s your customer’s view on the problem you solve? What alternative are they using to solve this? Why are you different? And why is that meaningful? These are some of the questions we try to answer when looking at your product and homepage. Sometimes you are way...
Improving the customer experience of a product is an art and an opinion. or is it? 🤔 The truth is, you need more than just what Google Analytics tells you to see what's really happening in between the recorded pages and the clicks. One of the first things I...
You spend half your budget on acquiring customers but to be successful you need to keep them... and keep them happy Happy customers will spend more each month and will keep buying from you If they are upset, or not seeing value, they'll cancel, quickly. One way to...
Conversion matters. But improving 5% of nothing is still... NOTHING! 🤯 For that very reason many times you should be focusing on traffic instead of conversions. Sometimes founders get me in to solve a conversion issue."We need signups", they say... "What's...
Some very last minute tip to improve your Black Friday and Cyber Monday ecommerce selling. 🤑... there's still some time to include an upgrade flow 😉 What I really like about this is that when done right, cross-selling and upselling can add to your...
Continuous growth is essential for any startup.And f you don't know how you're performing you can't measure your success... or failure...Successfully growing a business means tracking metrics across multiple areas.But after you've put your analytics software in place...
When focusing on a Product-Led Growth strategy, it is essential to have all the organisation on board. Product-Led Growth leads with the value of the product to enable growth, rather than through Marketing or Sales. As users gain value from using the product they will...
Over the last few months, I've run this exercise with 27 startups and we were all impressed at the level of clarity they were able to go away with every-single-time. 🚀 It helped them gain a simple way to describe their products in a concise way.And also gave...
Love these Friday morning strategy sessions ✌️ I’m always happy to see how a simple 30mins call can start to bring clarity around how to explain products - what to say, how, where... The ideas are in the founder’s/owner’s/marketer’s head but it’s often...