The exact customer-driven methodology Drift used to grow from 0 to 70k customers in 4 years

October 11, 2018 by David Peralta
Every company in the world will tell you they are customer-driven. They’ll even have framed posters on the wall about it. But after spending 20 years in my career building and leading SaaS companies, I’ve learned that none of that means anything unless you actually make the structural decisions to ensure it.

How we measure and improve our users’ experience year-round (part 2)

October 3, 2018 by David Peralta
In part 1, we introduced the six methods we use at Hotjar to stay as close to our customers as possible and improve their user experience year-round. These are the methods that have helped us go from being an unknown startup with zero revenue to one that earns over €15 million in Annual Recurring Revenue.

How we measure and improve our users’ experience year-round (part 1)

September 26, 2018 by David Peralta
When we first launched Hotjar, success was anything but guaranteed. We were completely unknown, didn’t have a cent of outside funding, and were facing some well-known competitors. Four years later, we’ve gone from €0 to €15 million in Annual Recurring Revenue and Hotjar has been installed on over 670,000 sites. 

What is NPS and how does it help grow your e-commerce business?

September 19, 2018 by Fio Dossetto
If your job is growing an e-commerce business, you know that you’re not going to go far without happy customers.

How our team uses ongoing feedback to design and build a customer-centric product

September 13, 2018 by Fio Dossetto
See the ‘copy to clipboard’ button below?  It helps thousands of new users a month copy the Hotjar code snippet and get started with our product.

How to set up an e-commerce post-purchase survey in 7 steps

September 6, 2018 by David Peralta
Implementing a survey right after your customers make a purchase is an easy, non-intrusive way to help you boost your e-commerce sales. You get to learn directly from your customers how to improve the buying experience and overcome potential objections. In fact, it’s so valuable and simple to create that we recommend all our e-commerce customers create this survey before any other. That’s why we’ve put together this quick guide: to help you create a simple, post-purchase survey in just a few minutes.

How to calculate your Net Promoter Score®

August 29, 2018 by Fio Dossetto
Your Net Promoter® Score (NPS) is calculated by subtracting the percentage of your detractors from the percentage of your promoters.

5 business-critical questions to ask customers when your product isn’t selling

August 22, 2018 by Louis Grenier
What do you do when your product isn’t selling as much as expected and the financial pressure is mounting? I spoke with two business leaders who saw this happen: Brian Dean (founder of Backlinko) and Sarah Doody (author of UX Notebook). They bounced back by reaching out to the only people who could help them figure out what to do: their existing customers.

How to analyze open-ended questions in 5 steps [template included]

August 15, 2018 by Louis Grenier
Open-ended questions are great for getting authentic feedback because they give people a chance to describe what they’re experiencing in their own voice. Analyzing such questions yourself is an excellent opportunity to empathize with your audience, gather essential insights, and make the right decisions. But you may be wondering...

The 3-column retrospective template we use to run remote retros in under 1 hour

August 9, 2018 by Fio Dossetto
Retrospectives are one of our favorite Agile practices. We find incredible value in the act of coming together to reflect on work we delivered, share feedback to “determine what succeeded and what could be improved,” and agree on what high-priority action items to tackle next.
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