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What's Love Got to Do with It? : Wooing Your Customers and Keeping the Flame Alive

1519587b1a0febb658c36c94f6272b0d?s=47 Kevin Hale
November 30, 2012

What's Love Got to Do with It? : Wooing Your Customers and Keeping the Flame Alive

There's been a paradigm shift in business over the last 20 years. Users and customers don't want companies to just exist and take their money. They want a relationship. They want to fall in love. And when it comes to software and the Internet, where you don't have the benefits and reminders of face to face interactions, it's easy to forget how a little love goes a long way. Join us as we share the story of Wufoo and also look at how companies and their products are wooing their users, keeping the romance alive and sustaining lasting relationships that turn out to make for profitable returns.

1519587b1a0febb658c36c94f6272b0d?s=128

Kevin Hale

November 30, 2012
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  1. What’s Love Got to Do with It? Wooing Your Customers

    & Keeping the Flame Alive
  2. Kevin Hale @ilikevests

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  7. Education Research Real Estate Marketing Sales Banking Healthcare IT Designers

    Small Businesses Non-Profits Startups Students Engineers
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  12. 676% 29,561% $25.3 M Average Startup $118K Wufoo

  13. Secret?

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  15. We were fanatical about creating meaningful relationships with our users.

  16. Existing Users :: Marriage New Users :: Dating

  17. FIRST IMPRESSIONS

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  22. Homepage Landing Pages Plans / Pricing Login Signup

  23. First Email Account Creation Blank / Starting Interface Login Link

    Ad Link First Support
  24. ౰ͨΓલ඼࣭ atarimae hinshitsu ັྗత඼࣭ miryokuteki hinshitsu

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  41. Resources HTML Email Templates Chimplets MailChimp Research Academy Videos Experts

    Transactional Email Email on Mobile Devices Email Marketing Field Guide Getting Started With MailChimp MailChimp Mobile How to Manage Your List MailChimp For High-Volume Senders MailChimp International MailChimp Guides Log In Pricing Pricing Features Features Resources Resources Support Support Blog Blog Enter your search ! MailChimp Mobile How to Manage Your List MailChimp For High-Volume Senders MailChimp International How to Use Hairball How To Use Google Analytics With MailChimp How to Select an Email- Marketing Agency Spam Lawsuits Understanding Reports Email Security How To Use Templates MailChimp For Designers
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  48. iPhone App Android App Wordpress Plugin

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  50. John Gottman

  51. 1 Hour = 94% 15 Minutes = 85%

  52. Everyone fights.

  53. Cost / Billing Users’ Clients Performance Roadmap Others Money Kids

    Sex Time Others
  54. 10% 100% 7% 1% 5% .3% Website Visitors Signup to

    Trial Login to Account Active Users Paying Users Staying Users
  55. THE FIGHTING

  56. Software engineers and designers are often divorced from the consequences

    of their actions.
  57. Before Launch 100% Create Software

  58. Create Software Customer Support Business Crap Crap Hiring Crap Fix

    Crap After Launch
  59. Software Development Responsibility Accountability Humility {

  60. Support Driven Development S D D

  61. You make everyone do customer support.

  62. Creators = Supporters

  63. 1 Support Responsible Developers and Designers Give the Best Support

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  66. +500,000 users ~5 million people ~400 issues +800 emails 7-12

    minutes
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  74. 75.8% 78.1% Emotional State Browser Type

  75. Confused Angry Panicked Excited Upset Worried 44% 4% 22% 11%

    8% 12%
  76. 2 Support Responsible Developers and Designers Create Better Software

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  78. Direct Exposure Minimum Every Six Weeks At Least Two Hours

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  80. 3 Support Responsible Developers and Designers Respect the Front Lines

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  83. Gmail GreaseMonkey Plugin

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  89. ? What happens when you make everyone responsible for giving

    remarkable support every single week?
  90. 0 75,000 150,000 225,000 300,000 Jun-06 Dec-06 Jun-07 Dec-07 Jun-08

    Dec-08 Jun-09 Dec-09 0 100 200 300 400 4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6 Users Support
  91. ATROPHY RELATIONSHIPS