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Positioning Product Marketing

Emotional enemies and economic incentives in your startup narrative

At Kayako, we wanted to burn down the existing concept of customer service software that was focused on ‘tickets’ and ‘departments’ using the all-too-often emotional experience of being treated like a ticket number, and getting passed around from pillar to post between teams. We all know what that feels like, and we used this emotional enemy – a concept that our audience had experienced, could believe, and can rally against – to our advantage.  At the same time, we talked about how better customer service is not just a nice concept, but it’s good for business: improving your service builds loyalty, leading to repeat orders, and more word of mouth referrals that grow your business. This is the economic pull […]