SaaS Customer Success Blog

How to Get an Outstanding First Job as a Modern Liberal Arts Graduate

I read an article in the New York Times recently on how employers need to "reopen the doors to the young". As someone that has hired 50+ people under age of 25 in the past year and have had none of them fail in their new jobs, I felt compelled to comment on how out of touch this article is, and also lay out the steps below for how modern liberal arts graduates need to view the world and themselves to land truly outstanding first jobs. It's a complex problem, and - importantly -  I think the NYT article misrepresents the difficulty for both hiring managers and job seekers for entry-level jobs.

Topics: hubspot support hiring liberal arts degrees

4 Ways That Seasonality Can Affect Net Promoter Scores

seasonalityFor businesses that aren't strongly seasonal, does seasonality have an effect on Net Promoter Score? I think so, and my view on this is that it's due to macro factors which affect customers - who are in fact human beings, and have other interests than your company.

At HubSpot, where I work, I saw a downturn in NPS around the holidays which prompted this post. Below are a few influencers on NPS that are worth thinking about when you see a seasonal movement in scores.

Topics: customer success measurements net promoter score NPS trends

On the SaaS Adoption Curve: When to Solve for the Current Customer

To aggressively oversimplify the world of SaaS, there are two potential goals of a product: solving for the current customer, and solving for the future customer. In this post, I'm going to explain how to map these goals against the classic S curve of adoption that represents the market’s reaction to a new technology.

basic_s_curve_of_innovation

First, I'm going to re-label the S curve a bit and re-frame it in terms of customer experience goals for a product.

Topics: SaaS customer success user experience fake MBA stuff

Why "Don't Reply to This Email" Is Bad Customer Service

The problem:

do not reply to this email

Topics: user experience marketing

Why We Have (and Don't Break) Design Standards in Software and Real Life

push-pull-paddleI don't know a lot about design, but I do know the feeling I get when I expect something to work a certain way, and it doesn't.

Topics: user experience design