Being Curious for a Living: Questions you can ask to create loyal, repeat customers
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Widgets are awesome, and writing beautiful code is an art and a science. But if you’re spending all your time implementing client requests rather than asking questions, then you’re replaceable — and replaceable doesn’t make for much of a business model. Veteran web strategist and designer Lauren Bacon shares the key questions you can ask your clients to turn them into loyal, repeat customers — and to make yourself an indispensable, trusted advisor. You’ll learn how to have more fun at work, create better sites, and improve your bottom line, just by letting yourself get curious.
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Being Curious for a Living: Questions you can ask to create loyal, repeat customers
- 1. Being Curious for a Living How asking questions creates loyal clients (and better web sites) Saturday, June 12, 2010
- 2. Hi, I’m Lauren. Some titles I’ve held: • Front-End Coder • Entrepreneur • Web Designer • Author • Project Manager • Avid learner & • Information Architect self-improvement freak • Strategist • Collaborator Saturday, June 12, 2010
- 3. Drilling Down: What fuels web design? Code • Graphics • Widgets • WordPress Strategy • Process • Consultation Function • Meaning • Delight • Evolution Saturday, June 12, 2010
- 4. Does being an expert mean having the answers? Saturday, June 12, 2010
- 5. “Concentrate on being consultative rather than getting trapped in a transactional mentality.” –David Baker www.recourses.com Saturday, June 12, 2010
- 6. Strategic Questions • Who’s your target audience? • What are the three most critical things you want your visitors to do? • Who are your competitors? • How will you measure success? Saturday, June 12, 2010
- 7. Design Questions • How do you want your audience to feel when they interact with you? • In 25 words or less, what is the key message and/or impression you want your site’s visitors to take away with them? Saturday, June 12, 2010
- 8. Instant Feedback • What purpose does this website / widget / tool serve? • Where does it fit into your overall communications / brand / organizational strategy? • Why do you want it? Saturday, June 12, 2010
- 9. The Business Case for “Why?” Outcome Benefit Create better, more Stronger portfolio; effective sites testimonials & referrals Exceed your clients’ Customer loyalty expectations & retention Happy clients Save yourself redoing work for free Saturday, June 12, 2010
- 10. Get curious. (Your clients will thank you.) Saturday, June 12, 2010
- 11. Anything you want to ask me? Saturday, June 12, 2010
- 12. Thank you. www.raisedeyebrow.com www.laurenandemira.com @laurenbacon Saturday, June 12, 2010
Editor's Notes
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- • first website in ’96, RE since 2000 • 100s of clients & sites • Lots of ppl here know more than me about code, etc. - I’m passionate about customers & community, & how good business can fuel community.
- Here’s how I look at what I do for a living. • On the surface, ppl think of us as the builders of websites. • Some of them even think of us as architects (strategy/process/consultation). • What motivates humans?
- Here’s how I look at what I do for a living. • On the surface, ppl think of us as the builders of websites. • Some of them even think of us as architects (strategy/process/consultation). • What motivates humans?
- Here’s how I look at what I do for a living. • On the surface, ppl think of us as the builders of websites. • Some of them even think of us as architects (strategy/process/consultation). • What motivates humans?
- • So, we’re all web design experts in this room - we like to answer questions, and clients come to us w/q’s: “How often should I blog?” “Do I need to be on Twitter?” “Can you build me feature X?” • But before you can answer those questions, there are q’s you need answers to.
- • Why David Baker is awesome & what this means
- • What kinds of questions can we ask to get down to those 2nd & 3rd layers? • During a larger project, or when we’re working with a new client, we ask these questions.
- • What kinds of questions can we ask to get down to those 2nd & 3rd layers? • During a larger project, or when we’re working with a new client, we ask these questions.
- • What kinds of questions can we ask to get down to those 2nd & 3rd layers? • During a larger project, or when we’re working with a new client, we ask these questions.
- • What kinds of questions can we ask to get down to those 2nd & 3rd layers? • During a larger project, or when we’re working with a new client, we ask these questions.
- • Some other examples of our design questions
- • Some other examples of our design questions
- • Even during spontaneous conversations or with email requests, there are key q’s we can ask to dig deeper & ensure better customer service - and a better user experience.
- • Even during spontaneous conversations or with email requests, there are key q’s we can ask to dig deeper & ensure better customer service - and a better user experience.
- • Even during spontaneous conversations or with email requests, there are key q’s we can ask to dig deeper & ensure better customer service - and a better user experience.
- This isn’t just the “right thing” in terms of making useful, more meaningful sites. It’s also good for your bottom line.
- This isn’t just the “right thing” in terms of making useful, more meaningful sites. It’s also good for your bottom line.
- This isn’t just the “right thing” in terms of making useful, more meaningful sites. It’s also good for your bottom line.
- This isn’t just the “right thing” in terms of making useful, more meaningful sites. It’s also good for your bottom line.
- I really think this is a core skill that sets highly successful designers & developers apart. Asking “why” and digging beneath the spec to discover the goals allows you to contribute your intelligence & wisdom to the process, thereby making you indispensible rather than replaceable.
- Questions?