Everyone says it’s important to “listen to your customers.”

But how exactly does that translate into more sales, better retention, and loyal fans?

I help SaaS and e-commerce subscription businesses answer that question (& more) to turn best-fit customers into happy subscribers for life.

Trusted by savvy B2B and B2C subscription businesses

HubSpot | Field Nation | Scott’s Cheap Flights | Jungle Scout | Calcworkshop

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Growing your subscription business is NOT a one-and-done proposition.

Once upon a time, burn-and-churn acquisition was the name of the game. Customers came, they bought, and you never saw them again — and that was just fine, because you could get more.

The Internet was the Wild West. The novelty of software, FinTech, or even dog food wrapped up in a handy subscription hadn’t worn off.

Ads are more expensive. Virtually every vertical has more competition than ever. And delivering real, ongoing value (the kind that retains customers) requires more effort than just adding a feature upgrade, answering a few Instagram comments, or building out some irreverent email flows.

You need to get in there and get to know your people: How they find you, why they choose you, and how to keep them around for the long haul.

You need real customer research & a messaging strategy backed by data and built with empathy.

And that means doing the deep work of understanding your customers.

My in-depth, signature process is built on asking the right questions at the right time to discover who your customers are (they might not be the same people you think) and what they need to hear from you to become raving brand fans.

We’ll focus on…

Determining exactly who your target audiences are and what messages they need to see at each point during the customer journey
Defining your product positioning and clarifying your value propositions
Assessing your acquisition and retention funnels for conversion-killing copy, UX, and design

… And delivering exceptional online experiences that take your customers from “a-ha” to ongoing value.

The end result?

Higher CTRs, better lead quality, increased trial to paid conversions, and more customers remaining happy subscribers.

What clients are saying

Carl Pieri

Growth Marketing Manager at HubSpot

Make Mention are the most impressive and motivated consultants we’ve ever worked with! Our team was struggling to communicate a fairly complex offering to our audience via our program homepage.

While our traffic was growing, we were seeing a decrease in conversion rates and stalled-out growth. Our goal was to make our page easier to understand and ultimately increase its conversion rate. 

The customer research Jen and Dustin conducted led to some extremely valuable findings which have had an impact on many areas of our program beyond the scope of this project. Ultimately, Jen and Dustin were able to deliver a new version of our program homepage that is converting at a rate 18% higher than the previous version of the page. We’re incredibly happy with both the process and results of working with the two of them. 

Jen is a rare talent. She has the wisdom to understand what’s critical to learn, the experience to define the battery of research that will unearth those insights, AND the ability to transform all of those raw findings into a cohesive and actionable strategy. 

I pull her in on important projects (think multi-million or billion-dollar brands) because I know, without a doubt, she will find things that completely change the game, impress the client—and be able to explain how to put everything we learned to use.

Joel Klettke

Business Casual Copywriting and Case Study Buddy

Briana Belisle

Vice President of Marketing at Field Nation

Jen was instrumental in a profound shift in our overall website messaging. Through her research, we learned where our messaging was missing the mark, where our users were confused and how we could better connect with all our audiences to address the pain points that brought them to our site. She worked side by side with our Digital Marketing Manager to create copy and guided iterations based on what we learned.

Jen spoke with customers, spent hours reviewing our data and surveyed our audience, all of which factored into her recommendations. After implementing her changes, all our key metrics are up across the board, including sign-ups. Our business is seeing tangible ROI thanks to our partnership with Jen, and we look forward to working with her on subsequent projects.

Ways I can help you connect with your customers to move the needle in the right direction

Revenue Boost Roadmap

You know you have areas of your messaging and copy to be fixed but need a pro to pinpoint exactly where, how, and why it should be done.

Let me devise a plan to tackle your biggest sales, lead generation, or retention problems caused by poor messaging, copy, and UX.

Messaging Strategy Playbook

Get ready to discover what truly makes your customers tick, the messages they need to see, and when they need to see them at every stage of their journey.

From sales decks to product descriptions, this will become your team’s go-to resource for what to say and who to say it to.

Team Workshops

From messaging and positioning to knowing the right questions to ask during customer interviews, help your team move beyond the skill blocks impacting your discovery process.

Virtual workshops are live, interactive, and customizable to your business needs.

Wondering who I help?

Typically, my clients struggle with:

Growing… but not growing fast enough
Not sure why what they’re doing is working
Trying to equip their fledgling marketing team with the right foundation
Knowing customer research is crucial, but theirs is either outdated, nonexistent, or otherwise useless

If one or more of those bullets made you feel uncomfortable, that’s a good sign you’re in the right place.

Ready to find out who your customers *really* are — and how to give them the experience they want from you?

I had a feeling you might be.