Scott Edwards — Optimizing for Delight

Transcript

5. – CO P Y M AT T E R S .T U M B L R .CO M “One of the biggest challenges they face is gaining users trust. You’re putting your actual money into them, so every single thing they do needs to feel incredibly safe and reassuring.”
7. Optimizing for Delight
8. Wut?
18. Stop playing by other’s rules
19. Stop playing by other’s rules Start making our own
23. 1. Earn trust
24. 1. Earn trust 2. Build relationships
25. 1. Earn trust 2. Build relationships 3. Profit
27. Tactic: First Impressions
34. What is your first impression? 
 How can you make it awesomer?
35. Tactic: Building Relationships
48. How do friends say thank you?
51. These are all hand made
52. These are all hand made But it’s possible to automate
58. Customer Support #1 NPS driver
59. Examine your last 20 tweets/emails: Are you robot, or human?
60. Tactic: Leverage Delight
68. https://fj.simple.com/r?i=4435893d&click_type=aclk
69. https://fj.simple.com/r?i=4435893d&click_type=aclk
70. https://fj.simple.com/r?i=4435893d&click_type=aclk https://www.huffingtonpost.com/article-url
71. +33% CTR ~20% Requested Invite
73. Leverage your last 5 testimonials Use them to make new relationships
74. Tactic: Don’t be boring
83. Turn boring moments into highlights
84. Tactic: Just answer the question
93. Do you answer their basic question in 30 seconds or less?
94. Tactic: Unique Content Propositions
108. What unique insight do you have to share?
109. Tactic: Delight like Google and Facebook
113. Make a $250 budget for Restaurants in October
120. *removed for PDF* “Hello”
121. How can you thrive in a instant answer world?
122. First impressions Building relationships Don’t be boring Contribute something unique Act bigger than you are
124. These aren’t just tactics
125. These aren’t just tactics We’re building real, strong relationships with customers
126. No algo change can take that away
127. @scottedwards