Kevin Hale, SurveyMonkey, Warm Gun 2012

What’s Love Got to Do With It? Wooing Your Customers & Keeping the Flame AliveThursday, November 29, 12

Kevin Hale @ilikevestsThursday, November 29, 12

Thursday, November 29, 12

Education Students Research Designers Real Estate Engineers Healthcare Startups Marketing Non-Profits Sales Small Businesses Banking ITThursday, November 29, 12

April 2011Thursday, November 29, 12

Average Startup $25.3 MThursday, November 29, 12

Average Startup $25.3 M 676%Thursday, November 29, 12

Average Startup $25.3 M 676% Wufoo $118KThursday, November 29, 12

Average Startup $25.3 M 676% Wufoo $118K 29,561%Thursday, November 29, 12

Secret?Thursday, November 29, 12

We were fanatical about creating meaningful relationships with our users.Thursday, November 29, 12

New Users :: Dating Existing Users :: MarriageThursday, November 29, 12

FIRST IMPRESSIONSThursday, November 29, 12

Homepage Landing Pages Plans / Pricing Login SignupThursday, November 29, 12

First Email Account Creation Blank / Starting Interface Login Link Ad Link First SupportThursday, November 29, 12

iPhone App Android App Wordpress PluginThursday, November 29, 12

John GottmanThursday, November 29, 12

15 Minutes = 85%Thursday, November 29, 12

15 Minutes = 85% 1 Hour = 94%Thursday, November 29, 12

Everyone fights.Thursday, November 29, 12

Money Kids Sex Time OthersThursday, November 29, 12

Money Cost / Billing Kids Users’ Clients Sex Performance Time Roadmap Others OthersThursday, November 29, 12

Website Visitors 100% Signup to Trial Login to Account Active Users Paying Users Staying UsersThursday, November 29, 12

Website Visitors 100% Signup to Trial 10% Login to Account 7% Active Users 5% Paying Users 1% Staying Users .3%Thursday, November 29, 12

THE FIGHTINGThursday, November 29, 12

Software engineers and designers are often divorced from the consequences of their actions.Thursday, November 29, 12

Before LaunchThursday, November 29, 12

Before Launch 100% Create SoftwareThursday, November 29, 12

After LaunchThursday, November 29, 12

Crap Hiring Crap Business Create After Crap Software Launch Fix Crap Customer SupportThursday, November 29, 12

{ Responsibility Accountability Humility Software DevelopmentThursday, November 29, 12

S D DThursday, November 29, 12

S Support D Driven D DevelopmentThursday, November 29, 12

You make everyone do customer support.Thursday, November 29, 12

Creators = SupportersThursday, November 29, 12

1 Support Responsible Developers and Designers Give the Best SupportThursday, November 29, 12

+500,000 usersThursday, November 29, 12

+500,000 users ~5 million peopleThursday, November 29, 12

+500,000 users ~5 million people ~400 issuesThursday, November 29, 12

+500,000 users ~5 million people ~400 issues +800 emailsThursday, November 29, 12

+500,000 users ~5 million people ~400 issues +800 emails 7 -12 minutesThursday, November 29, 12

Emotional StateThursday, November 29, 12

Emotional State 75.8%Thursday, November 29, 12

Emotional State 75.8% Browser TypeThursday, November 29, 12

Emotional State 75.8% Browser Type 78.1%Thursday, November 29, 12

2 Support Responsible Developers and Designers Create Better SoftwareThursday, November 29, 12

Direct ExposureThursday, November 29, 12

Direct Exposure Minimum Every Six WeeksThursday, November 29, 12

Direct Exposure Minimum Every Six Weeks At Least Two HoursThursday, November 29, 12

? What happens when you make everyone responsible for giving remarkable support every single week?Thursday, November 29, 12

300,000 225,000 Users 150,000 75,000 0 Jun-06 Dec-06 Jun-07 Dec-07 Jun-08 Dec-08 Jun-09 Dec-09 400 300 200 Support 100 0 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 6Thursday, November 29, 12

Craig NewmarkThursday, November 29, 12

RELATIONSHIPS ATROPHYThursday, November 29, 12

We made everyone say thank you.Thursday, November 29, 12

Best PriceThursday, November 29, 12

Best Price Best ProductThursday, November 29, 12

Best Price Best Product Best Overall SolutionThursday, November 29, 12

Kevin Hale @ilikevestsThursday, November 29, 12

https://twitter.com	16
http://www.twylah.com	6
https://si0.twimg.com	1
https://twimg0-a.akamaihd.net	1

Kevin Hale, SurveyMonkey, Warm Gun 2012

by 500 Startups on Nov 29, 2012

Accessibility

Categories

Upload Details

Usage Rights

4 Embeds 24

Statistics

Kevin Hale, SurveyMonkey, Warm Gun 2012 Presentation Transcript