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Scott Edwards — Optimizing for Delight

Avatar for Distilled Distilled
October 07, 2015
Technology
210
0

Scott Edwards — Optimizing for Delight

Avatar for Distilled

Distilled

October 07, 2015

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Transcript

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  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.”
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  7. Optimizing for Delight

  8. Wut?

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  18. Stop playing by other’s rules

  19. Stop playing by other’s rules Start making our own

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  23. 1. Earn trust

  24. 1. Earn trust 2. Build relationships

  25. 1. Earn trust 2. Build relationships 3. Profit

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  27. Tactic: First Impressions

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  34. What is your first impression? 
 How can you make

    it awesomer?

  35. Tactic: Building Relationships

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  48. How do friends say thank you?

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  51. These are all hand made

  52. These are all hand made But it’s possible to automate

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  58. Customer Support #1 NPS driver

  59. Examine your last 20 tweets/emails: Are you robot, or human?

  60. Tactic: Leverage Delight

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  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

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  73. Leverage your last 5 testimonials Use them to make new

    relationships

  74. Tactic: Don’t be boring

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  83. Turn boring moments into highlights

  84. Tactic: Just answer the question

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  93. Do you answer their basic question in 30 seconds or

    less?

  94. Tactic: Unique Content Propositions

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  108. What unique insight do you have to share?

  109. Tactic: Delight like Google and Facebook

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  113. Make a $250 budget for Restaurants in October

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  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
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  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