Tag Archives: Growth Hacking

Have Your Customers Grow Your Start-up For You

Have Your Customers Grow Your Start-up For You

You’ve validated your idea and you have your first customers using your product (they might even be paying for it). Now it’s time to grow! This is where the real work starts.

Constantly trying to refill the top end of the funnel can, at times, be an impossibly challenging thing to do. However, as entrepreneurs this is our job. We need to be finding ways to get hoards of new customers coming in the ‘door’. It’s our never ending story – giant flying dog  and all (link provided for those too young to get the reference).

The dangerous irony of focusing too much of your efforts on the top end of the funnel is that you can start to neglect the users who are already actively engaged with your product or service. The reality is that your current users will likely be the ones who fuel the growth of your start-up in the short to medium term. In fact, if you look at many high growth companies, you’ll notice that they focused a lot of their initial efforts on getting their early adopters to spread the word for them. Think companies like Dropbox, Uber and Mailbox. They were all initially able to grow through finding ways to entice their initial users base to recruit new users for them. Although a seemingly simple tactic, it’s exceptionally hard to execute on.

Be A Better Growth Hacker By Learning To Stalk Your Most Engaged Users

Be A Better Growth Hacker By Learning To Stalk Your Most Engaged Users

Ok, let me start with a quick clarification (/disclaimer). In this article I won’t be advocating peering into your customers’ homes and seeing what they do at night. That would just be creepy. Instead, I’ll be looking at ways you can better adjust your product through observing what your most engaged customers are doing.

Which Customers Should I Stalk?

This is the question that many find hard to answer. The reality is that not all customers are created equally and looking at them all as a lump of data can lead to product changes that can push you down the wrong side of the hockey stick. This is generally amplified when you have a small data set to work from.

Let me propose an alternative approach. Why not try stalking your most fervent user? After all, they’re the ones who have found the value in your product. They’re the ones who (for one reason or another) have found the ‘magic’ in it. Besides, focusing in on the positives will give you an idea of what is actually working – which is generally the stuff you want to double down on anyway.

3 Simple Customer Service Hacks

3 Simple Customer Service Hacks

Many see customer service as a shield – a way to defend their business from the dreaded leaky bucket syndrome. However, modern customer service has become about getting out in front of your customers (or potential customers) and letting them know that you’ve got them covered.

The bar has been raised in terms of what customers expect from your business. In fact, one might argue that it’s almost impossible to build a successful new brand without drop dead amazing customer service. The simple reason for this is that too many brands have made it the norm, the accepted state of play. Table stakes.

The best example of this is Zappos. Everyone has heard about their maniacal focus on customer service. In fact, they’ve built a whole company around ’wow’ customer service. Think free upgrades and a call centre that isn’t focused on getting its ‘complaining’ customers off the phone, but actually wants to help. If you ask me, this is some of the best marketing you can do. Some ‘I give a crap about my customers’ marketing is priceless. Which is great for Zappos, but not so great for the average 3 man start-up.

To help inject a little Zappos customer care magic into your business here are 3 really simple hacks to improve your customer service today.