Hi! Time for another monthly (ish) newsletter. So many tickets, so little time! What’s the ticket volume been like? In the last 30 days we’ve had 938 “conversations” with customers, right around the same as the 30 day period before it. For contrast, though, the month of June had about 750 convers…

A couple of weeks ago I got an email from Steve from Statuspage.io: From: Steve Subject: karma based marketing I’ve been thinking more about this lately and re-read your blog post. Out of curiosity, what are you guys still (or what have you started) doing that you’d qualify as karma based mark…

Breaking things down helps you deliver better results. This lesson repeats itself almost everywhere people are thinking about how to do things better. Common productivity advice is to break a complex task down in to simpler steps. When you list things out in your to-do list it is much easier to f…

… well, just about doubled. We’ve been running our concierge onboarding test for just under 400 observations (200 A and 200 B). Here are the numbers for our concierge onboarding funnel 192 emails sent 21 replies (10.9% reply rate) 14 “concierge calls” (7.2% call rate) 8 conversions to paid (…

One of the most important traits to have as an email marketer (or as a marketer in general) is curiosity. Curiosity leads you to ask questions like: What if we send the email from Barack Obama with the subject line ‘Hey’? What if we put some quotes on a newsletter signup page, will that increase…

Do you know how many of the people who start a free trial end up paying you real money? Customer.io has improved from a bad conversion rate to a slightly less bad conversion rate. Here it is reported from our internal dashboard: We currently convert at 3% from sign up to paid. For every 100 si…

In December 2013, all full time employees at Customer.io were in the same office in New York City. Late last year we tried a 2 month experiment with remote working and had great results. This gave us the confidence to decide at the end of 2013 to make it ok for people to be distributed. We made …

Have you ever walked into your favorite store or restaurant and a member of the staff immediately recognized you? Imagine they said something like “Hey Sofia, we just got in a great hat that will go with the coat you bought last month!” It would be a pretty surprising feeling, right? We’re used …

“Hey.” That’s the subject line that helped Obama raise 690 million dollars. But how could Obama’s team know it would work? It wasn’t because they had “one weird trick”. They were using a tried and true method: A/B testing. By testing the subject lines, layout, and content of their email marketi…

Dominique Ansel might not be a name you’re familiar with, but here in New York he’s kind of a big deal. He’s the creator of the Cronut, a doughnut-croissant hybrid filled with pastry cream, in unique flavors liks fig mascarpone and passion fruit caramel. It’s crunchy on the outside, creamy soft a…