The Product Marketer’s Essential Reading List

Books Every Product Marketer Should Read

I was sitting at a table with other marketing professionals at a recent event when one turned to me and said his company had just hired a junior product…

Chat-based customer service nearly killed my startup

TLDR: Switching from chat-based customer service to embedded support tools reduced our ticket volume by 99%.

From a customer service standpoint, I am living and learning through the interactions between my…

The 2 Stages of User Onboarding

Visualizing the user onboarding process

User onboarding is a type of a managed learning experience. Like all learning the onboarding process typically follows the same universal 2-stage pattern in a continuous looping cycle.

Dr. Growthlove or How I Learned to Love the Metrics

Sadly, my FinTech company, Vouch, now drinks nectar in the Elysian fields for startups. Vouch issued consumer loans whose terms improved when friends and family “vouched” for you. The obligatory post about our mistakes will be a topic for…

Case Study: Improving 123ContactForm’s Pricing Table Boosted Conversions by 21%

Customer Support is the Last Mile for SaaS Companies

Working as a Team Lead for one of the Happiness teams at Automattic has been a great opportunity for me to learn a lot about the Software as a Service ecosystem.

Hack Your Growth With The Rule of 72. Part 4: Increasing Retention by 12%