When should a CEO write support email?
Hi from Portland, Oregon! I’m attending XOXO Festival this week.
Over the weekend a story blew up about an email response from the CEO of Paypal. Andy MacMillan (one of the organizers of XOXO) had GBP £40,000 being withheld by Paypal, and try as he might, he couldn’t get it back.
So he asked the …
How many people really use google’s mail (google apps + gmail)
Technology businesses and small companies increasingly use Google Apps to power their corporate email. Google Apps Email is just Gmail with the ability to swap in your logo and receive email on “mycompany.com”.
You know from previous newsletters that Gmail under-reports open rates because ima…
How to get user feedback like a boss
Have you received a bad email from a company and clicked reply to give them feedback only to find that their email address is “noreply@lamecompany.com”?
They’re CRAZY! You always want to encourage users to get in touch with you.
User feedback by email is the next best thing to sitting next to rea…
The lizard brain — and email
The human brain has three parts. But I’m just going to focus on one part today: The lizard brain. This is the oldest part of our brain. It takes care of our basic needs like remembering to breathe. It is where fight-or-flight decisions are made.
Understanding the lizard brain is really important…
The dumbest thing Customer.io has done
Last Thursday we opened Customer.io’s doors for anyone to sign up. For the unfamiliar, we’re a niche email product targeted at SaaS companies.
Believe it or not, when John and I started Customer.io, we were scared to send emails. When people signed up, we didn’t say anything other than “thanks fo…
How one company achieved a 55% click through rate
There’s a universal truth about people. A truth that Paul at “Circle CI” understands and has used to amazing effect in the welcome email he sent out. And it goes something like this…
When you were a child, you lived at the center of your universe. When you closed your eyes, everything disa…
Gasp! We’re baring it all and exposing our open rates
Hello Friend,
Have you ever been to the beach and there’s that hairy guy with a big gold chain, wearing a speedo and showing just a little too much?
For the faint of heart, turn away now because…
…this week’s email is all about open rate data. I’ll show you ours, ask to s…
Writing killer subject lines
Hello Friend,
Last email I asked you what you wanted us all to learn about next. Here’s a little status update
This time: Writing killer subject lines
Next time (all going well): Email open rates (based on analysis of our own data)
Later: Mapping out the emails your app should send
I can’t wait…
Your biggest fears about sending more email
This post was originally sent as an email
Hello Again,
In my last email, I shared how foolish we were for not emailing you sooner. I received this response from Luke B. which helped me know I was on the right track:
My opinion of you guys changed completely today. I love the tone, style and…
The dumbest thing customer.io has done to date
This post was originally sent as an email
Hello Friend,
Believe it or not, when John and I started Customer.io, we were scared to send you email. We thought: “We’ve got one shot at emailing you to check out our product. Let’s make it perfect”.
Not communicating with you is the…