It’s been two months now since I switched from Aweber to Mad Mimi for all of my email marketing.
I used Aweber for over a year and I have to be honest, there were no complaints. It was a great solution for the most part. Very easy to use and quick to implement.
My problem? I’m a web designer. I like internet things to look ‘pretty’ and sadly Aweber’s interface is lacking that modern feel I was looking for.
I guess you could say my taste in websites is pretty shallow. Looks (i.e. quality designs) matter to me. And in my head I told myself that if my email marketing tool looked good and was simple to use, I would use it more often.
It’s not that Aweber was particularly hard to look at. I just didn’t feel any joy in creating emails and I definitely wasn’t inspired by their selection of cookie cutter templates.
The search began
I started looking for something better. There were a few things that were extremely important to me, the first being support. I needed a platform where I could reach out to a helpful support staff if I ever had any problems.
I didn’t want to wait hours for a response and I didn’t want to be stuck on hold forever.
Finally, I came across Mad Mimi. Simple. Beautiful. Fun. It seemed like the perfect solution. I started with a free trial and took advantage of their live chat to get all of my questions answered.
My only fear was that I didn’t feel they had all the same features as Aweber. While I loved the drag and drop email builder, I didn’t see any built-in options for AB testing or advanced list segmenting.
This worried me but I felt that a simple and pretty interface was worth giving up a few features I rarely used.
I made the switch
If anyone has every switched email platforms before… you know it’s a pain. Especially if you have lots of different forms, drips, and campaigns going out to different people.
Rarely is it just a matter of exporting and importing a single list. I had the team at Mad Mimi help me import lists and replicate old drip campaigns without resending them to all of my current subscribers. They were very helpful and responded quickly to all of my requests.
An ounce of regret
I was happy with Mad Mimi at first and even happier to be done with the transition process. I spent hours setting up 10+ opt-in forms located all over my website and it felt good to settle in to my new home for email.
This is when I noticed something that wasn’t working for me. While I loved most things about Mad Mimi, I realized that every time I got an email telling me I had a new subscriber, it wasn’t telling me which form the subscriber used to sign up.
In other words, I had spent all this time creating these unique forms for the purpose of tracking individual performance based on where they were placed on my site. All to have Mad Mimi not tell me the results…
A major pain not to mention extremely disappointing. I quickly started chatting with one of their support team members to tell her about this discovery.
I even said that their competitors like Mail Chimp had these features and it was frustrating (at best) to have no idea where my subscribers were coming from or how they signed up (I’m pretty analytics driven if you can’t tell).
They listened to my complaints and agreed that this was an inconvenience. I was reassured that someone would personally look into this for me and get back to me ASAP.
It turns out that this was not a mistake and that this feature was not currently available to Mad Mimi customers :(
BUT, what happened next was amazing. I got an email a few days later saying that not only had they added this feature for me, but now every other Mad Mimi customer would get to appreciate this new feature mostly (or partly) because of my request.
I felt pretty special after having a company add a feature less than 5 days after I first mentioned my concerns. Special enough to write this blog post!
It feels good to know that they didn’t just listen to me, but they took action by making my experience with their product even better.
This one change made me forget about all the little features I wanted because I know that I want to stay with Mad Mimi for the long haul. I know they are focused on making their customers happy and to me, that’s what’s most important.
Has a company ever delighted you? Let me know in the comments and tell me one way you can use feedback from your customers to delight them.