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Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013
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Putting Community First @ Polyvore - TheNextWeb USA - Oct 7, 2013

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To grow, you must delight your users! In addition to building a kickass product that your users love, one area of delight that's often ignored by companies is community management. At Polyvore, we …

To grow, you must delight your users! In addition to building a kickass product that your users love, one area of delight that's often ignored by companies is community management. At Polyvore, we have a dedicated team of community managers whose mission is to delight users. Here's some information about their philosophy and some examples of the work they've done.

This is from a talk I did at TheNextWeb USA conference in NYC on October 7, 2013.

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  1.                                             Putting Community First @ 1 JESS LEE, CEO & CO-FOUNDER @jesskah / jessyoko.com
  2. Polyvore is a new way to discover & shop
  3. Polyvore empowers people to express their style
  4. Polyvore Demographics Polyvore has 20 million unique visitors each month       SOURCE: UNIQUE VISITOR NUMBER: POLYVORE INTERNAL DATA; DEMOGRAPHIC INFORMATION: NIELSEN RESEARCH, @PLAN Q1 2013; BASE = ONLINE ADULTS 18+ 74%FEMALE HOUSEHOLD INCOMESAGES 18–34 YEARS OLD 35–44 YEARS OLD 45–54 YEARS OLD 55+ YEARS OLD 50% 21% 17% 12% $76K+ AVERAGE HHI $100K+ 27%
  5. Polyvore’s Core Values
  6. à Growth
  7. Delighted Users ! Traffic Growth
  8. Delighted Users à Funding Growth Why one of our investors called us I heard about you 3 times recently: 1)  My assistant loves your site and mentioned you 2)  My best friend (CEO of a major fashion brand) is an advertiser and mentioned you 3)  My old colleague (exec at an investment bank) mentioned you “
  9. à Growth
  10. Our Community Managers are Dedicated to User Delight
  11. Principles for Community Management 1.  IT STARTS FROM WITHIN 2.  LISTEN TO THE COMMUNITY 3.  THE PERSONAL TOUCH 4.  OUR COMMUNITY’S SUCCESS IS OUR SUCCESS
  12. Principles for Community Management 1.  IT STARTS FROM WITHIN 2.  LISTEN TO THE COMMUNITY 3.  THE PERSONAL TOUCH 4.  OUR COMMUNITY’S SUCCESS IS OUR SUCCESS
  13. It Starts From Within There is no Polyvore without the community: this is the DNA of our company.  
  14. It Starts From Within Every new employee has an orientation with our community team to learn more about our creators and our community principles.  
  15. It Starts From Within We keep the entire company updated on our community efforts through our weekly community digest.
  16. Principles for Community Management 1.  IT STARTS FROM WITHIN 2.  LISTEN TO THE COMMUNITY 3.  THE PERSONAL TOUCH 4.  OUR COMMUNITY’S SUCCESS IS OUR SUCCESS
  17. Listen to the Community We’re listening. We read every email, message and comment from our members.
  18. Listen to the Community Our community’s feedback is an integral part of our product design, and we record feedback for every product launch.
  19. Principles for Community Management 1.  IT STARTS FROM WITHIN 2.  LISTEN TO THE COMMUNITY 3.  THE PERSONAL TOUCH 4.  OUR COMMUNITY’S SUCCESS IS OUR SUCCESS
  20. The Personal Touch Be human. Say thank you. We want to take this opportunity to thank the entire Polyvore community. Every ounce of Polyvore’s success is a credit to the creativity, passion and unwavering love and support you bring to the site everyday. There’s no other way we’d want to celebrate this article than with all of you!
  21. The Personal Touch Be human. Say sorry. We’re so sorry about last night’s misfire. Due to a caching bug, we accidentally turned on experimental features that we’ve been working on… We’re really upset that this upset everyone. Thanks to everyone for your patience and love. Love, The Polyvore Team
  22. The Personal Touch Go the extra mile with personalized gifts and handwritten notes.
  23. The Personal Touch Go the extra mile with personalized gifts and handwritten notes. The past few days have been a little difficult and despite the cheer in the air and in my heart, I have been crying at the drop of a hat… I was in the middle of another meltdown earlier tonight, when my Dad came home with mail. He had two boxes, one of which was from Anthropologie and it was addressed to me. I asked Mom if she had ordered anything because I hadn't and I didn't want to ruin any surprises. She said that she didn't. I was so confused. I opened the box and I began sobbing. Inside was the beautiful sweater that I had said I wanted in this post. It was from the wonderful staff at Polyvore! Not only did they send the beautiful sweater but a mug and a gift card that has one my sets on it! I was so overwhelmed. I just didn't know what to with myself.
  24. Principles for Community Management 1.  IT STARTS FROM WITHIN 2.  LISTEN TO THE COMMUNITY 3.  THE PERSONAL TOUCH 4.  OUR COMMUNITY’S SUCCESS IS OUR SUCCESS
  25. Our Community’s Success is Our Success We want to help our users achieve their dreams. We asked them about their fashion industry aspirations.
  26. Helped Samaria get an internship at Cynthia Rowley Everything with Cynthia Rowley has been great. I am so thankful to Polyvore for connecting me to this wonderful opportunity. If I tried to do this on my own I'm sure I would've been the coffee and errand girl for awhile. By being introduced by Polyvore I was able to start with Cynthia Rowley because they were able to see proof of my talent through my sets. I am enjoying gaining the experience of putting marketing sets together for her page and love her designs, so it is definitely a great fit for me. Our Community’s Success is Our Success
  27. Polyvore blogger Lust for Life collaborated on The Olivia Boot with designer Madison Harding Our Community’s Success is Our Success
  28. We sent our members to New York Fashion Week Sep 2013 to be Polyvore Community Correspondents to cover the shows Our Community’s Success is Our Success
  29. Principles for Community Management 1.  IT STARTS FROM WITHIN 2.  LISTEN TO THE COMMUNITY 3.  THE PERSONAL TOUCH 4.  OUR COMMUNITY’S SUCCESS IS OUR SUCCESS
  30. à Growth
  31.                                             Putting Community First @ 31 JESS LEE, CEO & CO-FOUNDER @jesskah / jessyoko.com

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