How we keep those users happy

Just like how we focus on getting customers by focusing on our product and our ICP. How we keep those users happy is equally as important. How do we take care of our customers?

Actually listening

Building good products requires good ideas. This is either something that is fed directly back to us from customer feedback, or it springs up internally. Usually this is from AJ or I’s brainstorming sessions, but anyone on the team can and should suggest ideas.

If the idea has legs, then we first look if its something we incorporate into an existing product, or if it should be a new product in Lucrii. If it’s a new product, we look to hire exceptional talent, who will be able to help deliver the product to MVP. We ensure at Lucrii that everyone involved in making products, also actually owns them. This lends itself to a more flat structure but I think it produces an outcome where the people building the products you use are also the ones most passionate about them.

Once a product is ready for the public (i.e. it doesn’t completely suck) then we get it out there and we get it out fast. In this phase, feedback and iteration is the game and the more we can get the better. Making it public drives demand and helps find the product-market fit we need to keep it alive.

Once it is alive (i.e. at least 5 paying, happy customers), then we can go to town and innovate hard. This is also where we can start focusing on our unique spin on the product and think hard about how we make it unique like the rest of our brand.

Customer success

Our customer success team is focused on one thing only: customer success.

I know this seems like a no-brainer, but so many organisations are more focused on upselling or growth than they are on actually ensuring their customers are happy AND successful on their products. This means we will never try to aggressively market or sell things to you.

Got a new product we think you’d actually find value in? We will suggest it to you and help you get it working, but it’s not a sales-pitch, it’s a genuine interest in the success of your business.

Support is everyone’s job

That’s not a joke. Everyone will do some support in some capacity. This includes AJ and I, this includes our admin and marketing teams, and this also includes our engineers playing support hero. The closer we are to our users, in the trenches with them, then the more data we will have to make our products better and better.

Everything is innovation and iteration, but we’d be flying blind without good data and our customers are the source of that.