240: How to Use Excellent Customer Support to Stand Out in a Crowded Market, With Ross Paquette of Maropost

The Foundr Podcast with Nathan Chan

Nathan Chan

Marketing, Business, Entrepreneurship

4.8 • 662 Ratings

🗓️ 5 March 2019

⏱️ 50 minutes

🔗️ Recording | iTunes | RSS

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Summary

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

Transcript

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0:00.0	This is episode number 240 with Ross Parquet of the Founder Podcast.
0:06.9	What you need is thirst.
0:08.7	You need to be a thirsty human who is intent on learning.
0:12.7	It's a really fascinating exploration of human potential.
0:18.4	The Founder Podcast.
0:20.9	Even the greatest entrepreneurs had help. If you were... The Founder Podcast.
0:24.2	Even the greatest entrepreneurs had help.
0:29.5	If you want to learn from the most successful founders on the planet, you are in the right place.
0:36.8	Branson, Mark Cuban, Tony Robbins, Tim Ferriss, Arianna Humphington, Steve Case, Gary V, Sophia Amoroso, Barbara Corcoran, Damon John.
0:41.6	Learn from the greatest minds in business today with interviews hosted by Nathan Chan.
0:47.1	This is not your average entrepreneur podcast. The Founder Podcast.
0:58.5	Hey guys, thank you so much for tuning in. Before we start today's episode, I just want to let you know that our goal at founder is to help entrepreneurs succeed however we can by giving
1:04.1	away high quality content in the form of interviews, blog posts, podcasts, YouTube videos,
1:10.3	you name it. We put out so much content to help you.
1:13.4	And another interesting project that we're working on right now is partnering with world-class
1:18.3	founders like Damon John, Alexa von Tobel, Greta Van Riel, and so many more to teach crucial skills
1:24.8	like negotiation, finance, e-commerce, and so much more.
1:30.5	So if you'd like to get access to these free trainings with founders like this,
1:35.6	which is 100% free, just go to founder.com forward slash free.
1:40.7	Okay, so now let's talk about today's episode.
1:44.2	What's going on, founder fam? Hope you are having an awesome day wherever you are around the world.
1:50.4	If you are new to this show, my name's Nathan Chan and I'm the CEO and publisher of Founder
	...

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