Growth & Culture
growthBuilding 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.
growthAnnouncing In the Works: A New Publication for Mission-Driven Founders
Help Scout is excited to announce In the Works: a new publication for mission-driven founders who want to stay true to their values as they grow.
growth10 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.
growthCustomer Experience vs. Customer Success: Explained
Learn the key differences between customer success and customer experience, and discover why both roles are important for delighting customers.
growthCustomer Success vs. Account Management: Why Both Matter
Companies often pit customer success against account management, but the two functions can work together to create the best customer experience possible.
growthHow We Approach Employee Compensation at Help Scout
Employee compensation is complicated, and it can get messy when you don’t have a good plan. Here's how to create (or improve) your compensation strategy.
growth5 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.
growth4 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 these 4 simple B2B customer experience tips.
growthHow Support Teams Can Improve Customer Retention
Discover strategies support teams can use to combine high-quality, empathetic customer service with a deliberate focus on business growth.
growth10 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.
growthWhat 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.
growth6 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.
growth6 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.
growth5 Effective Customer Loyalty Programs for Small Businesses
All you need to know about the benefits of customer loyalty programs for your small business, plus examples of 5 types of loyalty programs to consider.
growthCX 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.
growthCreating 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.
growth6 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.
growthA Comprehensive Guide to Customer Satisfaction Score
Customer satisfaction score (CSAT) is an excellent baseline metric for customer experience. Learn why it’s important and how to use it effectively.
growthHow 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.
growth7 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.
growth7 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.
growthCustomer Onboarding: Steps, Examples, and Best Practices
A detailed guide to creating a customer onboarding process, with best practices and examples to help customers achieve success with your product.
growthCreating 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.
growthA Founder’s Guide to Collecting and Utilizing User Feedback
An introductory guide on how to collect user feedback: the tools to use, the questions to ask, and how to use feedback to build your product.
growth9 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.
growthWhere 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.
growthHow 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.
growthThe 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.
growthCustomer Satisfaction: What It Is and 6 Ways to Boost It
Customer satisfaction is the pulse beneath most key business metrics. Learn why it’s important, how to measure it, and six ways to improve it.
growth7 Proven SaaS Customer Success Best Practices
Discover 7 best practices for customer success teams. Use them to reduce churn, improve revenue retention, and help your SaaS company grow.
growth8 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.
growthHow 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.
growthCustomer Success: What It Means, Why It Matters, and More
Business success today demands that companies focus on helping customers succeed. Here’s everything you need to know about customer success.
growthCustomer 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.
growthHow to Improve Customer Loyalty With Customer Effort Score
Use Customer Effort Score to see where you’re making things difficult for customers. Learn how to measure it to improve your customer’s experience.
growth10 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.
growthHow 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.
growthA Founder’s Guide to Building a Customer-Focused Company
Customer focus results in loyal customers, strategic decision making, and company growth. Learn how to foster customer focus in your business.
growthHow 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.
growthA 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.
growth4 Meaningful Customer Satisfaction Metrics, Compared
Discover and compare four customer satisfaction metrics you can use to measure customer satisfaction in a meaningful way.
growthUnderstanding Consumer Behavior to Convert More Customers
Learn how customers buy with these 10 consumer behavior studies. Use proven psychology to help enhance your persuasion, influence, and marketing efforts.
growthThe List Building Strategies That Grew 251,000 Subscribers
Discover the list building techniques you need to build a massive list of engaged subscribers and turn your newsletter into a conversation machine.
growthHow 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?
growthIntroducing Against the Grain: A New Series Highlighting Values-Driven Businesses
Against the Grain is a three-part documentary series by Help Scout, featuring companies who are building something greater than a balance sheet.
growth6 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.
growthHow 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.
growth5 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.
growthGuide 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 every day.
growth17 Memorable and Inexpensive Customer Appreciation Ideas
Learn what customer appreciation is and why it's important, and discover 17 memorable and inexpensive ways to appreciate your customers every day.
growthWhat 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.
growth7 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.
growthAn Overview of NPS for Customer Service Teams
Learn the basics of NPS for customer service teams: How to measure it, how to use it effectively, and tips on how support teams can increase NPS.
growth8 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.
growthRemote 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.