Your Developers
Are Your
Customers
IGDA Salt Lake City
September 13th, 2011

www.designdirectdeliver.com
Obligatory “About Me” Slide
• 15 year veteran of the game industry
• 12 years in video games
• Run Design Direct Deliver
•...
What I Do
• Run Design Direct Deliver – a customer
experience consultancy
• Help clients improve customer
experience
• Edu...
Why I Am Here
To give you the tools to increase
your personal and company’s
customer experiences which is
one of the keys ...
Who You Are
By a show of hands…
• Someone’s lead or manager
• Someone’s subordinate
• Someone’s coworker
• Someone who int...
Topics We Will Cover
1. The Basics Of A Good Customer Experience
2. Help Identify Who Your Customers Are
3. Tools To Impro...
A Good Customer Experience
The 3 Gs
• Get in
• Get what they need
• Get out
…and all of it easily!
www.designdirectdeliver...
Who Your Customers Are
Any person or company you
interact with where you have to
provide a product, service, or
informatio...
Tools You Can Use
• Take advantage of apps like
Tweetdeck, Evernote, etc. based
on your system to help keep you
organized ...
Post-Mortems
• You SHOULD be doing them
• If you are doing them, you’re
probably doing them wrong
• Consider doing CSAs

w...
Third-Party Relationships
• Even if you are paying them, still
treat them like your customers
• Ask yourself how you would...
Your Team
Please see previous
aforementioned tips on
third-party relationships. 

www.designdirectdeliver.com
Branding
• The 5 Phrase Exercise
• Figure out what your brand is
• Make sure your actions match
your brand

www.designdire...
Key Points To Remember
Let me ask you….

www.designdirectdeliver.com
Obligatory “Questions” Slide

Questions?

www.designdirectdeliver.com
How You Can Reach Me
Email:
sheri@designdirectdeliver.com
Website:
www.designdirectdeliver.com
www.sherirubin.com
Twitter:...
SheriForIGDA.Org
I’m running for the IGDA board of
directors in the 2012 elections!
To find out more about my IGDA
backgro...
Obligatory Thank You Slide

Thanks!

www.designdirectdeliver.com
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Your Developers Are Your Customers [IGDA SLC 0911]

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Your Developers Are Your Customers [IGDA SLC 0911]

  1. 1. Your Developers Are Your Customers IGDA Salt Lake City September 13th, 2011 www.designdirectdeliver.com
  2. 2. Obligatory “About Me” Slide • 15 year veteran of the game industry • 12 years in video games • Run Design Direct Deliver • Active in the IGDA since 1999 • Over 30 game credits from Golden Tee Golf to Mr. Biscuits: The Case of the Ocean Pearl www.designdirectdeliver.com
  3. 3. What I Do • Run Design Direct Deliver – a customer experience consultancy • Help clients improve customer experience • Educate on customer support best practices www.designdirectdeliver.com
  4. 4. Why I Am Here To give you the tools to increase your personal and company’s customer experiences which is one of the keys to success. www.designdirectdeliver.com
  5. 5. Who You Are By a show of hands… • Someone’s lead or manager • Someone’s subordinate • Someone’s coworker • Someone who interacts with others www.designdirectdeliver.com
  6. 6. Topics We Will Cover 1. The Basics Of A Good Customer Experience 2. Help Identify Who Your Customers Are 3. Tools To Improve Customer Experience And Brand Consistency 4. Post-Mortems 5. Third-Party Relationships 6. Your Team 7. Branding www.designdirectdeliver.com
  7. 7. A Good Customer Experience The 3 Gs • Get in • Get what they need • Get out …and all of it easily! www.designdirectdeliver.com
  8. 8. Who Your Customers Are Any person or company you interact with where you have to provide a product, service, or information. www.designdirectdeliver.com
  9. 9. Tools You Can Use • Take advantage of apps like Tweetdeck, Evernote, etc. based on your system to help keep you organized (lifehacker.com) • Look at add-ons to fit your style for your browser/e-mail client • Go to libbygill.com www.designdirectdeliver.com
  10. 10. Post-Mortems • You SHOULD be doing them • If you are doing them, you’re probably doing them wrong • Consider doing CSAs www.designdirectdeliver.com
  11. 11. Third-Party Relationships • Even if you are paying them, still treat them like your customers • Ask yourself how you would want to be treated in this situation • Ask yourself if you would work with you, based on how you treat your third-party vendors www.designdirectdeliver.com
  12. 12. Your Team Please see previous aforementioned tips on third-party relationships.  www.designdirectdeliver.com
  13. 13. Branding • The 5 Phrase Exercise • Figure out what your brand is • Make sure your actions match your brand www.designdirectdeliver.com
  14. 14. Key Points To Remember Let me ask you…. www.designdirectdeliver.com
  15. 15. Obligatory “Questions” Slide Questions? www.designdirectdeliver.com
  16. 16. How You Can Reach Me Email: sheri@designdirectdeliver.com Website: www.designdirectdeliver.com www.sherirubin.com Twitter: @SheriRubin www.designdirectdeliver.com
  17. 17. SheriForIGDA.Org I’m running for the IGDA board of directors in the 2012 elections! To find out more about my IGDA background and thoughts please go to sheriforigda.org. The IGDA supports great chapters like this one. Are you a member yet? www.igda.org/join www.designdirectdeliver.com
  18. 18. Obligatory Thank You Slide Thanks! www.designdirectdeliver.com

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