Learn more about startup with this collection
The importance of networking in podcasting
How to grow your podcast audience
How to monetize your podcast
Interactions of SaaS and software-first companies
- Commenting on a company’s social media post
- Messaging with a company’s customer support
- Chatting with an employee at an industry conference
- Sharing a company’s article or social media post
- Visiting the company’s website
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Touchpoint, interaction, engagement
- Touchpoint → exposure. That moment a customer comes in contact with a company's brand, product, employees or message. When a customer walks into a store and gets exposed to products and brand messages, that's a touchpoint.
- Customer interaction → a two-way com...
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Touchpoints of SaaS and software-first companies
- Exposure to a digital or physical ad
- Seeing a company’s social media post in the feed
- Recognizing a corporate logo at the conference
- Reading a press release, annual reports, blog posts
- Receiving and opening email
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Engagement of SaaS and software-first companies
- Signing up to a free trial or freemium
- Signing up to attend a webinar
- Agreeing to a call with a sales rep
- Buying a product or service
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Understanding Customer Experience in SaaS
When most people talk about customer experience, they think about customer service, customer satisfaction, customer success, customer engagement or customer interactions.
But customer experience is also much more. On the most granular level, customer experience is abo...
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Other curated ideas on this topic:
2. Social Media Customer Satisfaction Score
Tracking success on social media messaging isn't that different from tracking the success of your other support channels (phone, email, or live chat).
However, you'll want to separete the report because you will be looking at the scores for people who are giving customer satisfaction score...
Do some independent research
- Website: Look for the company's "about" and "careers" pages, where you can find information about values, perks, and culture.
- Blog: The company may have published a behind-the-scenes look at how they transitioned to remote work or the different soc...
Examples of Gish gallops
A classic example is when a proponent of some pseudoscience bombards an expert with many weak arguments and start a new argument each time the expert successfully refute one of them.
But Gish gallops also appear in less formal contexts. E.g., someone who w...
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