Marketing ideas for scaling businesses and startups

Website builder Squarespace keeps design—and the human touch—at the center of its operations, helping create an environment in which customer pain points are heard loud and clear.

Marketing

5 mins read

Marketing ideas for scaling businesses and startups

After Squarespace launched in 2004, its sole employee for several years was founder Anthony Casalena, who steadily built up his website building business by maintaining an intense focus on customer satisfaction and feedback.

Now, almost two decades later, the publicly-traded company continues to place great importance on customer feedback. Raphael Fontes, senior vice president of customer operations at Squarespace, joined Conversations with Zendesk podcast host Nicole Saunders recently to explain how—and why—his company integrates customer feedback into product development.

“Even if you create the process or feature, you still need to walk in your customers' shoes and experience it yourself,” Fontes said, who notes that being in tune with where customers are as your business scales can be a challenging process.

We found that page-one-ranking content for popular keywords gets updated within the last 1.31 years, on average.

Why your business needs tech

Efficiency Improvement: AI can automate repetitive tasks, leading to increased efficiency and reduced operational costs.

Customer Service: AI-powered chatbots and virtual assistants can provide 24/7 customer support, improving customer satisfaction.

Predictive Maintenance: Artificial Inteligence can predict equipment failures, reducing downtime and maintenance costs in industries like manufacturing.

Efficiency Improvement: AI can automate repetitive tasks, leading to increased efficiency and reduced operational costs.

Customer Service: AI-powered chatbots and virtual assistants can provide 24/7 customer support, improving customer satisfaction.

Predictive Maintenance: Artificial Inteligence can predict equipment failures, reducing downtime and maintenance costs in industries like manufacturing.

How tech influences business growth

When looking at the correlation between keyword difficulty and the update frequency of content, there is a clear trend towards time-sensitivity for higher keyword difficulty.

How tech influences business growth

Summary

The goal: A quarterly business review (QBR) playbook should provide a comprehensive framework for customer success teams to evaluate, strategize, and strengthen client relationships while a contract is current.

How it achieves the goal: The example above includes clear guidelines on data collection and analysis, highlighting key performance indicators, usage metrics, and customer feedback from the past quarter.

The playbook example above also outlines the series of customer touchpoints leading up to the meeting, like confirming the meeting time and sharing information with the customer beforehand. Additionally, this playbook includes a request for a customer testimonial. Customer feedback, like testimonials, can be used to understand the value customers see in your partnership. You can then share their story with future prospects as evidence for your claims.

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