Growth & Culture
Growth & CultureWhat Is the Best Ecommerce Team Structure?
To build a brand that lasts, you need to find an ecommerce team structure that enables great collaboration and smooth scaling. In this article, we’ll dive into the essentials of structuring your ecommerce team for maximum efficiency and profit.
Growth & CultureBeginner’s Guide to Solution Selling (Definition and Examples)
Solution selling is a customer-centric methodology that can help improve your understanding of customer pain points, develop better sales pitches, and deliver more meaningful solutions to your audience. Learn more about it in this beginner's guide.
Growth & Culture53 Key Ecommerce Statistics: Trends, Insights, and Predictions
In this article, we'll cover the most current statistics related to ecommerce. From market share and growth projections to consumer behavior, we'll cover a wide range of data you can use to inform your business or marketing strategy.
Growth & CultureHow to Improve Ecommerce Customer Experience (11 Ways)
We’ll show you practical ways to improve the customer experience for your ecommerce store so you can get more repeat customers and word-of-mouth referrals.
Growth & CultureCustomer Acquisition Cost Explained: Strategies for Sustainable Growth
In this comprehensive guide, we explore what customer acquisition cost (CAC) is, why it’s important, how to calculate it, and strategies to improve it.
Growth & Culture21 Ecommerce Best Practices to Boost Your Sales
Implementing effective ecommerce best practices is crucial for driving sales and staying ahead of the competition.
Growth & Culture4 Steps Toward Building a Culture That's Aligned with Company Values
Key lessons we've learned at Help Scout about building a values-aligned culture.
Growth & CultureCustomer Lifetime Value for Ecommerce: The Ultimate Guide
Customer lifetime value (LTV) is one of the essential elements in the world of ecommerce. It measures the total expected revenue from a single customer over the course of their relationship with your brand.
Growth & Culture48 Ecommerce Interview Questions for Hiring the Right Team
Ask these ecommerce interview questions to find people with technical expertise, marketing acumen, customer-centricity, and a deep understanding of online consumer behavior.
Growth & Culture50+ Ecommerce Survey Questions To Ask in 2023
If you want to start conducting ecommerce surveys, here's a curated list of 50+ questions, divided into different sections. These will help you identify customer pain points, identify new growth opportunities, and more.
Growth & Culture29 Ecommerce Tools to Scale Your Business in 2023
We've curated a list of the top ecommerce tools you need to know about in 2023. These tools have been hand-picked to help you streamline your operations, improve your marketing efforts, enhance customer service, and ultimately, drive more revenue for your business.
Growth & Culture30 Key Ecommerce KPIs & Performance Metrics to Track
By tracking key ecommerce metrics and KPIs, you’ll cultivate a thriving business, enhance customer experiences, and propel growth.
Growth & CultureEcommerce Automation: Step by Step Guide for Beginners
By automating various aspects of your online store, you can save time, reduce errors, and scale your business more effectively.
Growth & CultureInterviewing at Help Scout: The Insider Perspective
Are you interview ready? Check out these insights from Help Scout's Customers team to improve planning, sharing, and thoughtful reflection.
Growth & Culture10 Practical Ways to Increase Team Productivity
Many support managers spend a ton of time trying to increase productivity. By shifting your focus from output to empowerment, you can create more efficiency at work.
Growth & CultureCustomer Onboarding: Steps, Examples, and Best Practices
A detailed guide to creating a customer onboarding process, with best practices to help customers achieve success with your product.
Growth & Culture7 Key Customer Experience Metrics, From Basic to Advanced
Discover 7 basic, next-level, and intriguing customer experience metrics that will help you measure and improve CX at your company.
Growth & CultureEcommerce Live Chat: Why You Need It + 12 Top Tools
Live chat increases customer satisfaction and conversions while decreasing cart abandonment. Browse the top 12 ecommerce live chat tools.
Growth & CultureCustomer Success: What It Means, Why It Matters, and More
Customer success boosts lifetime customer value, creates loyal customers, and provides helpful product insights. Here’s how to do it well.
Growth & CultureSaaS Customer Success: Key Roles, Strategies, and Tools
One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.
Growth & CultureThe 8 Best Ecommerce Help Desks On The Market Today
Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver great support.
Growth & CultureReducing and Handling Ecommerce Shipping Cost Complaints
Shipping costs are a primary cause of ecommerce complaints. Here's what support teams can do to reduce complaints and respond effectively.
Growth & CultureDEI at Help Scout: 2021 Update
As we enter fall 2021, we’re excited to share a new post detailing our progress, efforts, and learnings when it comes to DEI at Help Scout.
Growth & CultureThe 11 Best Ecommerce Customer Service Software Platforms
This list of 11 standout ecommerce customer service tools will help you find the perfect tool to improve your company's customer support.
Growth & CultureHelp Scout’s Step-By-Step Remote Hiring Process
Remote hiring is a different ball game. Follow this step-by-step remote hiring process to find the best workers for your distributed company
Growth & CultureBuilding a Customer-Oriented Company: Strategies & Examples
Read about five examples of great customer-oriented companies, and learn what practices you can put in place to get better yourself.
Growth & Culture10 Inspirational Customer Experience Examples
Customer experience examples often err on the side of the emotional and intense, but CX also needs to be baked into your strategies.
Growth & CultureCustomer Experience vs. Customer Success: Explained
Learn the key differences between customer success and customer experience, and discover why both roles are vital for delighting customers.
Growth & CultureCustomer Success vs. Account Management: Why Both Matter
Companies often pit customer success against account management, but they can work together to create the best customer experience possible.
Growth & CultureHow We Approach Employee Compensation at Help Scout
Employee compensation is complicated, and can get messy without a good plan. Here's how to create (or improve) your compensation strategy.
Growth & Culture5 Examples of Customer Success Marketing for SaaS Teams
Understand what customer success marketing is and how it can benefit your business, plus get inspired by examples from 5 top SaaS companies.
Growth & Culture4 Simple Tips for Crafting an Ideal B2B Customer Experience
Every “B” in B2B is simply a collection of humans. Build a great experience for your customers with 4 simple B2B customer experience tips.
Growth & Culture10 Simple Ways to Wow Your Customers Every Day
Learning how to wow your customers can have a huge impact. Here are 10 ways your company can knock people’s socks off every day.
Growth & CultureWhat Is Customer Happiness + 11 Ways to Inspire It
Customer happiness contributes to your bottom line and other key business metrics, plus it feels good. This blog post explains how to do it well.
Growth & Culture6 User Adoption Strategies for Growing SaaS Businesses
Six user adoption strategies that SaaS companies can use to convert trial users into paying customers and improve long-term customer retention.
Growth & Culture6 Customer Experience Books Every Founder Should Read
This list of must-read customer experience books contains some classics, plus a few you might not see in the traditional best CX books lists
Growth & Culture5 Effective Customer Loyalty Programs for Small Businesses
All you need to know about the benefits of customer loyalty programs for small business + examples of 5 types of programs to consider.
Growth & CultureCX Fitness: Conducting a Customer Experience Analysis
Consider these four questions and one call to action to conduct a customer experience analysis and get your company's CX into shape.
Growth & CultureCreating a Customer Success Journey Map in 6 Steps
A 6-step guide to creating a customer success journey map, plus how to use it to help customers achieve long-term success with your product.
Growth & Culture6 Customer Centricity Examples To Use In Your Business
Keeping customers your #1 focus isn’t always easy. These 6 companies offer real-life customer centricity examples that will show you the way.
Growth & CultureA Comprehensive Guide to Customer Satisfaction Score
Customer satisfaction score is an excellent baseline metric for customer experience. Learn why it’s important and how to use it effectively.
Growth & CultureHow To Use NPS to Measure Your Customer Experience
Learn more about Net Promoter Score and discover 7 best practices you can employ to use NPS as a tool for measuring your customer experience.
Growth & Culture7 Foundational Customer Experience Best Practices
A better customer experience leads to more loyal customers and more referrals. Here are the seven CX best practices you need to get there.
Growth & CultureCreating a Customer Experience Team: 4 Questions to Ask
Answer these four questions to create a customer experience team that's poised to deliver great experiences for every customer, every time.
Growth & CultureA Founder’s Guide to Collecting and Utilizing User Feedback
An introductory guide on how to collect user feedback: tools to use, questions to ask, and how to use feedback to build your product.
Growth & Culture9 Key Aspects of a Stellar Customer Success Strategy
Learn about the nine critical components of an effective customer success strategy and how you can implement them for your own business.
Growth & CultureWhere to Start When Building a Customer Success Team
Customer success teams are the best way to ensure an excellent customer experience. Here's how and why you should build one for your company
Growth & CultureHow to Create a Customer Feedback Loop That Works
Learn about the stages of creating a customer feedback loop and discover how you can use customer feedback to improve your business.
Growth & CultureThe Role of Customer Stickiness in Building Enduring Loyalty
Learn what customer stickiness is and how SaaS businesses can both improve stickiness and transform it into enduring customer loyalty.
Growth & CultureCustomer Satisfaction: What It Is and 6 Ways to Boost It
Customer satisfaction is the pulse beneath most key business metrics. Learn its importance, how to measure it, and six ways to improve it.
Growth & Culture8 Key SaaS Customer Success Metrics & How to Measure Them
Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics.
Growth & CultureHow a Great Customer Experience Can Grow Your Bottom Line
Customer experience is a key brand differentiator for SaaS and ecommerce businesses. Here’s how to create a CX strategy and profit from it.
Growth & CultureCustomer Perception and How to Manage It Effectively
The way customers perceive your company is key to revenue growth. Learn more about customer perception and how to manage it in this detailed guide.
Growth & CultureCustomer Story: Materialesdefabrica.com
Materialesdefabrica.com has become one of the best ecommerce businesses in our sector by using Help Scout as the nexus of our operations. Here's how.
Growth & CultureHow to Improve Customer Loyalty With Customer Effort Score
Use Customer Effort Score to see where you’re making things difficult for customers and learn how to improve your customer’s experience.
Growth & Culture10 Techniques for Collecting Voice of the Customer Data
Today’s most successful businesses understand their customers on a deeper level. How? Voice of the Customer data. Here are 10 ways to collect it.
Growth & CultureHow to Inspire, Measure, and Improve Customer Loyalty
Customer loyalty is key to reducing churn and increasing revenue for your online business. Here's everything you need to build loyalty.
Growth & CultureA Founder’s Guide to Building a Customer-Focused Company
Customer focus results in loyal customers, strategic decision making, & company growth. Learn how to foster customer focus in your business.
Growth & CultureHow to Identify and Optimize Customer Experience Touchpoints
Learn how to identify all of your customer touchpoints and optimize each of them for an improved overall customer experience.
Growth & CultureA Complete Guide to Customer Acquisition for Startups
Learn how to define your audience, goals, and channels to build a customer acquisition strategy for your startup that gets results.
Growth & Culture4 Meaningful Customer Satisfaction Metrics, Compared
Discover and compare four customer satisfaction metrics you can use to measure customer satisfaction in a meaningful way.
Growth & CultureUnderstanding Consumer Behavior to Convert More Customers
Learn how customers buy with these 10 consumer behavior studies to help enhance your persuasion, influence, and marketing efforts.
Growth & CultureThe List Building Strategies That Grew 251,000 Subscribers
Discover list-building techniques to build a massive list of engaged subscribers and turn your newsletter into a conversation machine.
Growth & CultureHow Help Scout Mitigates Unconscious Bias in Hiring
If it’s human nature to look for clues, patterns, and data to make decisions, how can we recognize unconscious bias to mitigate it when hiring?
Growth & Culture6 Proven Strategies for Building a Customer-Centric Company
Customer centricity is a catalyst for growth and a competitive differentiator. Adopt these 6 strategies to build a customer-centric business
Growth & CultureHow to Build a Winning Customer-Centric Marketing Strategy
Customer-centric marketing helps you grow by giving customers exactly what they want. Here are the steps to take to get started on your strategy.
Growth & Culture5 Practical Ways to Automate Ecommerce Customer Service
Discover 5 practical ways ecommerce companies can consistently deliver a better customer experience using simple help desk automations.
Growth & CultureGuide to Customer Relations: Definition, Benefits, and Tips
A strong customer relations strategy underpins sustainable growth. Once you know the facts, it’s hard not to put these relationships first
Growth & CultureCustomer Appreciation Ideas: 17 Ways to Thank Customers
Learn what customer appreciation is, why it's important, and discover 17 memorable and inexpensive ways to appreciate your customers.
Growth & CultureWhat Is Customer Retention + 16 Proven Retention Strategies
Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior.
Growth & Culture7 Retention Marketing Strategies for Ecommerce Merchants
Looking to improve the customer retention rates for your online store? Adopt these seven simple ecommerce retention marketing strategies.
Growth & CultureAn Overview of NPS for Customer Service Teams
Learn the basics of NPS for customer service teams: How to measure it, how to use it, and tips on how support teams can increase NPS.
Growth & Culture8 Strategies to Skyrocket Ecommerce Customer Loyalty
If you’re serious about keeping customers for the long haul, use these eight proven strategies to build customer loyalty for your ecommerce store.
Growth & CultureRemote Employees Shouldn’t Be Paid Less Based on Geography
A best practice has emerged among remote companies: variable pay based on the employee’s geographic location. But I believe it’s the wrong approach.
Growth & CultureHow to Write a Value Proposition (+ 6 Modern Examples)
We’ve demystified how to write a value proposition so you can ensure that your hard work manifests in value for your customers.
Growth & CultureWeathering the Economic Storm of COVID-19
Join us for a live discussion with Help Scout’s CFO and leadership team about getting your business through the turbulent economic times of the COVID-19 pandemic.
Growth & CultureCustomer Satisfaction Surveys: A Comprehensive Guide
Done right, customer satisfaction surveys can increase revenue, boost loyalty, and lower churn. We share everything you need to know to get it right.
Growth & Culture7 Best Practices for Effective Ecommerce Customer Service
Implementing these seven highly efficient ecommerce customer service best practices can help you retain customers and grow LTV.
Growth & CultureA Retreat Apart: Planning Help Scout’s First Ever Remote Retreat
In the midst of a pandemic, we had to cancel our in-person company retreat. Here's what we did to quickly transition to having a remote retreat instead.
Growth & CultureBuilding Exceptional Teams and Culture in a Pandemic: Live Q&A
Join us for a live discussion with Help Scout’s People Operations leadership about getting your team through the turbulent times of the COVID-19 pandemic.
Growth & CultureDEI at Help Scout: Fall 2019 Update
A look at the progress we've made since reporting on D&I efforts at Help Scout six months ago.
Growth & CultureThe Secret Art of Delegation
Learning how to delegate effectively — whether you’re delegating tasks, responsibilities, or decisions — is an important skill set at work.
Growth & CultureDelivering Personalized, Human-Centered Customer Support
Growth & CultureA Detailed Guide to Remote Employee Onboarding
Employee onboarding affects new hires and your team, so getting it right the first time pays dividends for your company right from the start.
Growth & CultureWriting the Perfect Customer Thank-You Note (+ Examples)
Sending handwritten thank-you notes is a great way to establish a personal connection with your customers. Here’s everything to get started.
Growth & CultureCustomer Feedback: Why It’s Important + 7 Ways to Collect It
Customer feedback helps companies understand the experiences and needs of their community. Here are ways to collect your customers’ insights
Growth & CultureColor Psychology in Marketing and Branding is All About Context
Color psychology in marketing and branding is more complex than “green conveys calm.” Consider these studies to make better decisions.
Growth & CultureThe 5 Key Principles of Customer-Centric Selling
Building a successful customer centric selling approach means incorporating key principles to ensure your sales team is aligned and set up for success.
Growth & Culture27 Company Retreat Ideas Your Team Will Actually Enjoy
Make your team time inspirational, energizing and fun with these 27 company retreat ideas your team will be sure to talk about all year.
Growth & CultureHow to Plan a Fun and Productive Company Retreat
Planning a company retreat takes more work than you’d think. From choosing a location to putting together an agenda, here’s what the process looks like.
Growth & CultureARPA: A Framework Alternative to the RACI Model
The RACI Matrix makes sense, but it has a few fundamental flaws. ARPA is Help Scout’s alternative to the RACI model.
Growth & Culture9 Principles For Starting a Successful Side Hustle
Discover the uniting principles that helped these 12 customer support pros launch and run their side projects.
Growth & CultureHow to Support Working Parents
Creating a safe space for working parents to be successful in the workplace leads to undeniable benefits for families, and for your business.
Growth & CultureHow to Communicate Ideas Effectively
Learn how to communicate ideas effectively in both professional and personal settings to avoid miscommunications, save time, and bring the best ideas to life as a team.
Growth & CultureDEI at Help Scout: Spring 2019 Update
Our third annual employee survey shows where we’re starting to see positive change take place, as well as the challenges we still face.
Growth & CultureThe Impact and Value of Taking a Sabbatical from Work
I decided to take a sabbatical from work — here’s what I learned, along with the impact it had on our company.
Growth & Culture8 Internal Communication Tools to Boost Collaboration
Communication in the workplace is one of the most important factors in the development, growth, and success of companies. Learn about 8 internal communication tools to boost your team’s collaboration.
Growth & CultureThe Skills You Need for a Support-Driven Growth Role
Growth & CultureWhat Remote Companies Can Teach About Asynchronous Communication
Asynchronous communication is something remote teams have had to solve for in ways that traditional, co-located companies are still learning.
Growth & CultureSales as a Service
‘Sales as a service’ doesn’t stop with being consultative — it means acting as a trusted advisor throughout the buyer’s journey.
Growth & Culture6 Steps to Recruiting Like a Human
Recruiting is broken. It’s time for a refresher course in humanity.
Growth & CultureThe Business Case for Support-Driven Growth
Support-Driven Growth can make serious financial sense for businesses who value their customers and customer service teams.
Growth & Culture6 Tips for How to Collaborate on Remote Design Teams
Remote designers face unique challenges and rewards. Here’s what we’ve found works for our distributed design team.
Growth & CultureGetting Started with Support-Driven Growth
Support-driven growth is a new and exciting business approach aimed at driving revenue and elevating customer support teams for more impactful work.
Growth & CultureDEI at Help Scout: 2018 Update
A look at the progress we’ve made since first reporting on Diversity and Inclusion efforts at Help Scout one year ago
Growth & CultureEverything You Need to Know About Implementing a Price Increase
Price increases need to be handled with care. Here’s how (and how not!) to communicate with customers when you need to raise your prices.
Growth & CultureHow to Stand Out in a Crowded Market
The way to stand out from the competition in a crowded market is to tailor your offerings to an underserved segment — here’s how.
Growth & CultureCustomer Service vs. Customer Experience: Explained
The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.
Growth & CultureCustomer Support vs. Customer Success: Explained
Customer Support and Customer Success teams share similar skill sets and goals, but they use different approaches.
Growth & Culture9 Ways to Foster Diversity and Inclusion at Work
You can help foster diversity and inclusion (D&I) in the workplace — no matter what your role is.
Growth & CultureHow to Deal With Cheap Customers
Cheap customers aren’t sale-chasers; they just feel more buying pain. Here’s how to get “cheap” customers to spend more by minimizing that buying pain.
Growth & CultureLearn How to Negotiate with these 12 Tactics for Successful Negotiations
Negotiation is fundamentally about human interaction.
Growth & CultureHow to Build a Great Remote Company Culture
Choosing a remote company culture gives us a considerable advantage that you can’t buy: We have access to people most companies don’t.
Growth & Culture11 Strategies to Maintain Customer Intimacy at Scale
Customer intimacy is a two-way connection, and these days you can’t scale your business without fostering it.
Growth & Culture9 Experiential Marketing Examples from Highly Creative Companies
What is experiential marketing? Check out these 9 examples from highly creative companies.
Growth & CultureThe Art of Customer Loyalty in a Subscription Business
Krista Atwell, Senior Customer Engagement Manager at Dollar Shave Club, and Mat Patterson, Customer Service Evangelist at Help Scout, discuss customer loyalty tactics and best practices for creating return customers.
Growth & Culture5 Ways Your Small Business Can Impress First-Time Customers
Is your small business providing an exceptional experience to new customers? If not, it should be. Here’s how.
Growth & CultureCustomer Service + Marketing = Improved Customer Experience
Marketing and customer service teams can improve the customer experience (CX) by rejecting the silo mentality and working together. Here’s how.
Growth & CultureFlexible Working is a Win-Win for Employees and Companies Alike
Flexible working arrangements benefit companies and their employees. So why isn’t everyone doing it yet?
Growth & Culture6 Tips to Keeping Your Remote Team Connected
For co-located companies, closeness happens almost organically over lunch, coffee breaks or a cheeky beer after work. But how does this translate to a remote team? Here are 6 tips to keeping your remote team connected.
Growth & CultureHow (and Why) to Respond to Positive Online Reviews
Responding to online customer reviews on sites like Yelp isn’t just the nice thing to do — it’s a solid business practice. Here’s why (and how).
Growth & CultureHow to Write Conclusions That Don’t Suck
Conclusions are tricky, and there’s a lot of conflicting advice about how to write them. Here’s how to write a powerful conclusion that resonates with the reader.
Growth & Culture6 Steps to Creating a Customer-Centric Culture
Having highly skilled customer service staff is not enough to succeed. Here's how to build a company wide culture of service.
Growth & CultureHow to Use Customer Service to Stand Out from the Competition
Learn how to build a successful support-driven business.
Growth & CultureHow to Turn Negative Yelp Reviews Into New Customers
Use negative Yelp reviews for customer acquisition by responding with sincerity, honesty and warmth.
Growth & CultureEcommerce Companies Use Multiple Instances to Manage Different Customer Groups
These 4 ecommerce companies use Help Scout’s multiple instance feature to provide a personalized experience for different groups of customers.
Growth & Culture10 Lessons We Learned About Telling Customer Stories
Your company may be sharing case studies, testimonials, and customer success stories — but are you doing it in a way that’s actually engaging?
Growth & CultureHow Building a Community Can Supercharge Your Customer Service
Brand communities are helping companies supercharge their customer service with insights into customer needs, expectations and desires.
Growth & CultureHow to Handle Conflict on Remote Teams
Conflict resolution is an important skill, especially on remote teams when in-person context isn’t possible.
Growth & CultureDEI at Help Scout: 2017 Update
The steps Help Scout has taken to climb out of diversity debt, and the goals we’re setting to reflect a more representative balance across multiple axes of diversity
Growth & CultureCustomer Acquisition vs. Customer Satisfaction
Customer acquisition versus customer satisfaction: What’s the more important goal? Turns out, they’re two sides of the same coin.
Growth & CultureHow Our Remote Team Stays Aligned With Town Hall Meetings
Remote team meetings keep virtual teams aligned. Here’s how our whole-company virtual meetings keep our team rowing in the same direction.
Growth & Culture6 Questions to Ask Before You Email Your Customers
Don’t send another customer email without reading these 6 questions that’ll help you write emails customers love.
Growth & Culture4 Easy and Effective Ways to Invest in Your Customers
Fostering an environment where customers feel loyal to you and your business is a wise investment in the future of your company.
Growth & CultureThe Psychology Behind the Perfect Customer Interview
Customer interviews are the fastest, most effective way to understand what your customers really need. Here’s your roadmap.
Growth & CultureHow to Work a 40-Hour Week
Does a 40-hour work week feel out of reach? It doesn’t have to be, when you develop a system and hold yourself accountable.
Growth & CultureHow to Build a Great Business
5 things your company needs to be great, plus a sneaky sixth tactic that will make your company last from Help Scout CEO, Nick Francis.
Growth & CultureBuilding a Community Around Your Business
What is the value of community and what separates it from social, support, and other roles? Interview with Sarah Judd Welch of Loyal.
Growth & CultureThe Surprising Reality of Side Hustles: They're Good for Business
Side hustles don't distract employees; they actually make them happier and better at their jobs.
Growth & CultureHow to Use Storytelling to Connect with Your Customers
Bring storytelling into your customer service and marketing to create stronger, more genuine connections with your customers
Growth & CultureGreat Content Is Still the Biggest Hurdle
These creative writing techniques will help you solve one of publishing’s biggest hurdles — consistent quality.
Growth & CultureAligning Sales and Support for Long-Term Growth
When sales and customer service work together, they succeed by giving the customer a better experience.
Growth & CultureHow to Make the Most of Your Customer Testimonials
Bland customer testimonials always go bust. Here's how to get great quotes from your customers.
Growth & CultureHow We Use Video to Build Remote Culture
Team building activities can often feel forced, but video is a surprisingly easy way to strengthen company culture and have fun.
Growth & CultureRelationship Marketing: The Value of Marketing to Current Customers
Relationship marketing is customer marketing strategy that emphasizes retention, loyalty, satisfaction, and lifetime customer value.
Growth & CultureIllustrations Are More Than Digital Eye Candy
Best practices for creating digital illustrations that reflect your brand identity.
Growth & CultureA Brief Guide to Better 1:1’s—For Makers and Managers Alike
One on one meetings are key to getting feedback, sharing concerns, and connecting with your colleagues. Here's how to run a great one on one meeting.
Growth & CultureThe 25 Best Entrepreneur Books on Marketing, Sales, and Support
We compiled the 25 best books for entrepreneurs on marketing, sales, and customer service. Each book is a must-read for aspiring entrepreneurs.
Growth & CultureHave the 4P's of Marketing Become Outdated?
The 4P's of marketing have been used by marketers around the world for decades. But for B2B businesses, they may now be outdated.
Growth & CultureSupport, Sales, and Marketing Need to Work in Harmony
Three ways to get your support, sales, and marketing teams working together effectively.
Growth & CultureOrganizing Teams With Players and Coaches
Effective teams are built upon two types of leadership, domain leadership (players) and people leadership (coaches).
Growth & CultureUpselling in a Customer-First Company
When you optimize for customer success, upselling is ethical and revenue is a byproduct. Here’s how we approach sales at Help Scout.
Growth & Culture10 Timeless Pricing Strategies to Increase Sales
Learn about 10 pricing strategies based on the science of consumer behavior for inspiration and insight on how to effectively set your prices.
Growth & CultureOrg Structure Is All in the Execution
Is it better to be flat and manager-free, or traditional and hierarchical? Instead, ask which organizational structure works best for your particular company.
Growth & CultureHow Remote Teams Are Becoming the Future of Work
In many ways, virtual teams are an ongoing experiment. But they could soon eliminate the need for offices and become the standard.
Growth & CultureThe Psychological Benefits of Writing
What are the psychological benefits of making writing a regular habit? We took a look at the research.
Growth & CultureWhen Being Nice Isn’t Being Kind
“Just be nice” is emotionally resonant but nutritionally shallow advice. The reality is much more complicated.
Growth & CultureWhat Really Matters Can’t Be Measured
Many traits that make a business great can’t be traced to a dollar, and that’s okay. What really matters can’t always be measured.
Growth & Culture7 Ways to Engage Far-Flung Team Members
Don't let long-distance remote workers in different time zones feel like anything less than full members of the team.
Growth & CultureHow We Replaced Our Weekly All-Hands Meeting with Video
Weekly videos are a fun, easier-than-you-think alternative to all-hands meetings and boring email updates. Here’s how Help Scout does it.
Growth & CultureHow to Sabotage Any Meeting
Here are the telltale signs of a meeting that has gone completely off the rails.
Growth & CultureWhy Water Cooler Talk Matters More Than You Think
When you invest in ways to build social capital within your team, you can generate momentum and boost productivity throughout the entire company.
Growth & CultureWhat We Learned Telling Customers’ Stories
An inside look into our Customer Spotlight project.
Growth & CultureHow Writing Regularly Can Improve Your Creativity and Clarity
A habit of writing often can help enrich your life personally and professionally.
Growth & CultureBuilding a Newsletter Welcome Series from Scratch
Here's how we built our blog email nurture track welcome series.
Growth & CultureImprove Free Trial Conversion Rates by Getting to Know Your Customers
Improve your company's conversion rates by offering new users a free trial.
Growth & CultureSilence Is a Noxious Gas
Make communication a priority, especially when you're on a remote team.
Growth & CultureLetting Your Customers Speak for You
Here's how to tell compelling customer stories.
Growth & CultureHow to Write with Substance
Clarity is the goal when writing to convey meaning to your reader.
Growth & CultureKeeping Our Overachiever Culture
All successful businesses start with overachieving founders. As a team grows, roles become more specialized and redundant. Learn how we keep our overachiever culture as the company grows.
Growth & CultureWhat You Gain With a Growth Team
A growth team helps optimize this curve. Indeed, “helps” may be too weak of a word as hiring for growth continues to solve increasingly ubiquitous problems.
Growth & CultureWhy Businesses Have a Hard Time Fixing What’s Broken
Businesses that thrive are able to honor and understand the need to adapt when feedback exposes their flaws.
Growth & CultureOvercoming Common Customer Objections
Customer objections are best overcome by creating an Objections Doc, which lists the most common reasons customers push back.
Growth & CultureMust Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds
Books are training weights for the mind. Here are 10 timeless and helpful leadership books to buy.
Growth & CultureHow the American Red Cross Redesigned the Experience of Donating Blood
Figuring out what others truly need is what leads to the most significant innovations.
Growth & CultureThe Lost Art of Candor in the Workplace
Cultivating candor requires a delicate balance. Teams must carefully tread the line between “brutally honest” and “necessarily honest.”
Growth & CultureHow Backcountry Creates an Exceptional Customer Experience
Backcountry concentrates on 5 fundamental markers to drive their incredible customer experience. Here's how to apply them to your own business.
Growth & Culture25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior
Looking for some new reads you haven't already seen on every list? Here are 25 underrated suggestions you should know about.
Growth & Culture10 Must-See Videos from Stanford Business School
Every entrepreneur can benefit from these 10 videos of leaders doling out straightforward advice.
Growth & CultureHow Disney Creates Magical Experiences (and a 70% Return Rate)
How Disney's customer experience inspires so many of its customers to come back
Growth & CultureWhy Chipotle’s Customer Experience is Trouncing the Competition
Chipotle owes much of its growth to the dedication they place on having a superior customer experience.
Growth & CultureDon't Let Growth Hacking Ruin the Customer Experience
Growth hacking, the term we all have come to know in the past few years, has made this an issue that needs discussing. Juking the stats at the expense of the customer experience will sabotage long term growth in any business.
Growth & CultureFeatures Tell, But Benefits Sell
Founders and marketers must go beyond selling products, and instead sell what their product will allow customers to do.
Growth & CultureGiving Your Customers a Peek Behind the Curtain
Learn about the essence of “behind the scenes” marketing, and how peeking behind the curtains can be so enticing to prospective customers.
Growth & CultureHow to Build a Brand that Wins Over Customers’ Hearts and Wallets
Advice and examples for how to build a brand people love, one customer at a time.
Growth & CultureA Scientific Take on Viral Marketing
Take a look at these examples of viral marketing to see what lessons can be had from campaigns that managed to spread far and wide.
Growth & CultureThe Happy Warrior: Research Reveals What Makes a Successful Leader
Here's what established research says about what it takes to inspire, motivate, and manage an exceptional team.
Growth & Culture10 Academic Insights on Building and Managing an Exceptional Team
Look at 10 of the best studies available to learn what practical things you can do to ensure your team is set up for success.
Growth & CultureCreating a Unique Selling Proposition that Stands Out
A strong unique selling proposition helps you to stand apart from competitors and attract attention the right way.
Growth & Culture10 Proven Ways to Build a Website that Customers Will Love
Read about these 10 proven strategies for building a website that customers will love to use ... and buy from.
Growth & CultureCustomer Profiles: A Smarter Way to Reach Your Customers
Personas give you a structured look at your customer's goals in trying your product and the messaging that will help them find you.
Growth & CultureWhy Steve Jobs Didn't Listen to His Customers
Compare the merits of focusing on internal innovation to the insights to be gained from customer feedback.
Growth & CultureHow to Take Charge of Your Churn Rate
Your churn rate, or proportion of customers who leave during a given time period, tells you a lot about retention and customer loyalty.
Growth & Culture5 Things Your Customers Can Do Better than You
Check out these 5 things that your customers can often do much better than you.