10 Tips To Improve Customer Experience During A Beta Test

Updated September 20th: I asked Adam Pennacchio (@ajpennacchio), Head Of Customer Success at Groove to add some of his thoughts to my initial list of 10 tips, after their extremely impressive Beta test and famous customer service. Groove is an awesome support desk product specifically designed for SaaS companies. Check them out (they’re also cheaper than Zendesk and Desk.com)

Your prototype probably stinks. It’s probably full of bugs. Lacks features. Probably uses twitter bootstrap. Writing more code is expensive. And in a Beta test, writing more code has diminishing returns.

But talking with customers. Building a brand. Getting feedback. Creating evangelists. This is the stuff that makes a successful Beta test. It’s on this initial group of people that you will declare your Beta period a success or failure.

How this group of users respond to your product could mean the difference between securing an investment of $250k, or going back to your old employer with your tail between your legs.

Never again in your startup will you experience the rapid prototyping, the excitement, the energy, the passion from customers, as you will during this time.

In case you didn’t get my point yet, your initial Beta testers are fucking important. Here’s some of the ways we’re looking after ours at trak.io: Continue reading 10 Tips To Improve Customer Experience During A Beta Test

39 Actionable Growth Hacking Tactics Part 4/5 – Referral Hacks

All 39 Hacks are not in this single post. Part 1 Acquisition hacksPart 2 Activation hacksPart 3 Retention hacksPart 4 Referral hacksPart 5 revenue hacks.

Without viral growth, it’s unlikely you’ll ever find a sustainable business model. Paying for every customer with a full marketing dollar just isn’t realistic. You need to build shareability into the very fabric of business model – unless you plan on promising your first-born to Google Adwords.

Shareability means different things for different products. But whether you’re trying to improve your Referral metric for a iOS game of a B2B SaaS app, a simple rule applies: people won’t share a crap product.

You need to sort product/market fit first. Make sure your landing pages can successfully acquire signups at a good conversion rate. Make sure you have an acceptable activation rate that doesn’t mean you’re wasting signups.

Once you’ve fixed the funnel this far, then it’s time to start weaving shareability into your product and focussing on it as a metric. Here’s a few quick tactics to try.

Continue reading 39 Actionable Growth Hacking Tactics Part 4/5 – Referral Hacks

39 Actionable Growth Hacking Tactics Part 3/5 – Retention Hacks

All 39 Hacks are not in this single post. Part 1 Acquisition hacksPart 2 Activation hacksPart 3 Retention hacksPart 4 Referral hacksPart 5 revenue hacks.

Retaining an existing user (or reducing Churn) is key to achieving profitability and ROI in your startup. The famous statistic is that it costs 5 times as much to acquire a new customer as it does to retain one.

We aren’t going to explore the psychology or theory of why that is true. Just accept that it is, and if you’ve solved Acquisition and Activation in your startup, you now need to focus on Retention.

This post is a list of customer retention hacks that you can implement right now into your startup that are proven to work.

Continue reading 39 Actionable Growth Hacking Tactics Part 3/5 – Retention Hacks

39 Actionable Growth Hacking Tactics Part 2/5 – Activation Hacks

Part 1 Acquisition hacksPart 2 Activation hacksPart 3 Retention hacksPart 4 Referral hacksPart 5 revenue hacks.

It’s a wonderful assumption that every user who completes your signup form, or installs your app, is going to fully explore your product. “Why would anyone create an account, and then not create their first campaign?”

Getting users to activate is a critical stage. There’s a bit of ambiguity about exactly which stage ‘Activation’ refers to. Some growth hackers would consider this ‘completing a signup form’ however at trak.io we consider that part of acquisition. To me, Activation means getting users to a stage in the product where you can be confident that they’ve experienced the value in the product.

Here’s the next part of our Growth Hacking Tactics guide, with lots of actionable hacks to try.

Continue reading 39 Actionable Growth Hacking Tactics Part 2/5 – Activation Hacks

39 Actionable Growth Hacking Tactics Part 1/5 – Acquisition Hacks

This was going to be all 39 hacks in a single post, but it kept growing because I didn’t want to just list each technique, I wanted to actually explain how and why in a bit more detail. Part 1 focusses on Acquisition hacks, the other 4 parts will appear live over the next few days.

Part 1 Acquisition hacksPart 2 Activation hacksPart 3 Retention hacksPart 4 Referral hacks, Part 5 revenue hacks.

An ideal growth hacking tactic in any startup is scaleable, sustainable and automated. However, I’m not saying you should ignore a possible tactic just because it doesn’t fit perfectly into all 3 of these criteria.

Spotted a window of opportunity that will only last a few months? Exploit it, and have some new ideas lined up ready for when the opportunity expires. Lots of growth hacking tactics are short-lived opportunities, but eventually they become saturated (all of your competitors copy you) or the loophole you’re exploiting gets closed up. Thats cool. That’s why you’re paid the big bucks, to constantly be thinking of new ideas.

Growth hackers need to be creative, able to attack problems in new ways and constantly be pushing the product team to try new ideas for growth.

Here are a ton of tried and tested growth hacking tactics to give you inspiration, categorised by the relevant stage in the AARRR lean marketing funnel that they support.

Continue reading 39 Actionable Growth Hacking Tactics Part 1/5 – Acquisition Hacks

Despite $35 Million In Funding, Invision CEO Is Still A Lean Growth Hacker

invisionappInVision is a prototyping and wireframing tool for designers and product guys to get quick, iterative feedback on products. Based in New York and founded by Ben Nadel and Clark Valberg, they can boast a ton of big name brands as well as 118,443 users.

I caught up with Clark, CEO/Co-founder and head of growth about how InVision have used growth hacking to grow into such a powerhouse in the New York startup world.
Continue reading Despite $35 Million In Funding, Invision CEO Is Still A Lean Growth Hacker

10 Places We Found Beta Testers For Free

A strong Beta waiting list can make or break a startup. That sounds a bit dramatic, but too many startups have closed because they blew their entire angel budget of £15k on Google Adwords to try and bring in Beta testers.

While it’s true that PPC can get you Beta testers, there’s a big difference in the dynamic of a startup paying £3 to acquire a waiting list user, and paying nothing. And why pay, when there’s a ton of early adopters out there who are literally begging to use new products!

Here are 10 resources that we used to get Beta users for free. Some will work better than others depending on the type of startup, but we’ve used these for Trakio’s early waiting list with amazing results!

Continue reading 10 Places We Found Beta Testers For Free