Search

Leadership Communications Personal Branding Presentation

Loading...

Flash Player 9 (or above) is needed to view presentations.
We have detected that you do not have it on your computer. To install it, go here.

0 comments

Post a comment

    Post a comment
    Embed Video
    Edit your comment Cancel

    Notes on slide 1

    How to keep web users active?Jordan HighStrategist @ H2

    How ?Keep them happy!Most is specific to you. More than 5.Some things universal… help today!Right path.

    Bio

    Bio

    Complain because unhappyMin: InactivityMax: Bad reputation

    DownBuggySlowAnnoyingGoneOther things

    Pro- or Re-Mostly Q’s.Wrong question!

    Planning -> SLA / monetization structureSLA::Have? Important?Afford to break?Redundancy::Power, servers, network, pipe, locationPerformance::Afford?Data important?Dating vs. payroll

    Software Platform?Language affects fix timeStability not a feature, a differentiator.

    UAT::User needs?Ease of user?Only implement changes when people want or need them

    Ask right qestionsGet right architectureGet happy users.Planning is prevention.

    Pre-reactive.Inbetween pro- and re-Tree falls: no.Catch/resolve early: monitoring

    Support structureSLA and monetization dictatesPer or batch incident::Ticketing systemCall centerCommunitySLA and monetization structure defines level of attention

    Feedback (response)::Such as CSATUser participationDrive product development (UAT)Responding to client feedback will:Quell concernsAlign product to needs

    Release management / planned maintenanceWhen can you take down your application?For how long?How much notice?Give out bug-ids, timeframes?

    Process interact with clientGive attentionListen responseDrive resolution

    Avoid oversights: plan platformReact well: plan processes

    Avoid oversights: plan platformReact well: plan processes

    How to keep web users active?Jordan HighStrategist @ H2

    Support structurethe SLA is and monetization structure is important here.Do I need 24x7?Ticketing system, call center, community (wiki, google group, getsatisfaction, Google Sidewiki)Do I respond to each incident, or batch them?Defined by SLA and monetization priorities.Client feedbackCSATResponding to client feedback will comfort their concerns.Release management / planned maintenanceWhen can you take down your application?For how long? How much notice?Give out bug-ids, timeframes?

    Favorites, Groups & Events

    Leadership Communications Personal Branding Presentation - Presentation Transcript

    1. How to keep web users active
      H Jordan High
      Web Services Strategist, H2
      eMetrics Marketing Optimization Summit
      Wednesday October 22, 2014
    2. Howdo I keep web users active?
    3. Whoare you?
    4. H Jordan HighWeb Services Strategist
      BS in Computer Science, University of Texas
      4 years managing and supporting SaaS applications
      Redesigned monitoring systems for 70 applications
      Reorganized support structure to suit client needs
      MBA, Rice University, 2011
      1 year managing web marketing for Dr Pepper Snapple
      Increased web traffic retention by 200%
      2 years consulting web strategy with H2.
      Achieved 100% success rate increasing traffic at least 3x
      Turned around web reputation for 75 companies
      Currently working with 5 Fortune 50 companies
    5. Why do people complain?
    6. Because it’s…
      Down
      Slow
      Annoying
      Buggy
      Gone
      .*
    7. Approach
    8. Proactive
      Physical platform
      Redundancy (down)
      Performance (slow)
      Backups (gone)
    9. Proactive
      Physical platform
      Redundancy (down)
      Performance (slow)
      Backups (gone)
      Software platform
      Broken (buggy)
    10. Proactive
      Physical platform
      Redundancy (down)
      Performance (slow)
      Backups (gone)
      Software platform
      Broken (buggy)
      User Acceptance Testing (UAT)
      Feature complete (ineffective)
      Usable (annoying)
    11. Proactive
      Physical platform
      Redundancy (down)
      Performance (slow)
      Backups (gone)
      Software platform
      Broken (buggy)
      User Acceptance Testing (UAT)
      Feature complete (ineffective)
      Usable (annoying)
    12. Pre-reactive (monitoring)
      "If a tree falls in a forest and no one is around to hear it, does it make a sound?“
      —George Berkeley
    13. Reactive
      Support structure
      Ticketing system, call center, community (attention)
    14. Reactive
      Support structure
      Ticketing system, call center, community (attention)
      Feedback
      Client Involvement (response)
    15. Reactive
      Support structure
      Ticketing system, call center, community (attention)
      Feedback
      Client Involvement (response)
      Release management
      Deployment strategy (resolution)
    16. Reactive
      Support structure
      Ticketing system, call center, community (attention)
      Feedback
      Client Involvement (response)
      Release management
      Deployment strategy (resolution)
    17. Planning -> Service -> Happiness.
    18. Planning -> Service -> Happiness. Results
    19. How to keep web users active
      H Jordan High
      Web Services Strategist, H2
      eMetrics Marketing Optimization Summit
      Wednesday October 22, 2014
    20. Bibliography
      H2 – corporate logo (http://h2.com/images/H2Logo640.gif)
      Berkeley, George – “If a tree falls in a forest and no one is around to hear it, does it make a sound?“ (http://en.wikipedia.org/wiki/If_a_tree_falls_in_a_forest)

    + hjordanhhjordanh, 2 months ago

    custom

    286 views, 0 favs, 0 embeds more stats

    This was completely about the presentation and not more

    More info about this document

    © All Rights Reserved

    Go to text version

    • Total Views 286
      • 286 on SlideShare
      • 0 from embeds
    • Comments 0
    • Favorites 0
    • Downloads 12
    Most viewed embeds

    more

    All embeds

    less

    Flagged as inappropriate Flag as inappropriate
    Flag as inappropriate

    Select your reason for flagging this presentation as inappropriate. If needed, use the feedback form to let us know more details.

    Cancel
    File a copyright complaint
    Having problems? Go to our helpdesk?

    Categories

    Tags

    -->
    Search
    RSS Feed
    What's new?

    © 2009 SlideShare Inc. All Rights Reserved