Kevin Hale, Wufoo, SXSW Lean Startup 2013

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Kevin Hale, Co-Founder, Wufoo, SXSW Lean Startup, March 9th, 2013

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Kevin Hale, Wufoo, SXSW Lean Startup 2013

  1. 1. What’s LoveGot to Dowith It?Wooing YourCustomers & Keepingthe Flame Alive
  2. 2. Kevin Hale @ilikevests
  3. 3. Education Students Research DesignersReal Estate EngineersHealthcare StartupsMarketing Non-Profits Sales Small Businesses Banking IT
  4. 4. Average Startup$25.3 M 676%Wufoo$118K 29,561%
  5. 5. Secret?
  6. 6. We were fanatical about creating meaningful relationships with our users.
  7. 7. New Users :: DatingExisting Users :: Marriage
  8. 8. FIRSTIMPRESSIONS
  9. 9. HomepageLanding PagesPlans / Pricing Login Signup
  10. 10. First Email Account CreationBlank / Starting Interface Login Link Ad Link First Support
  11. 11. 当たり前品質 atarimae hinshitsu 魅力的品質miryokuteki hinshitsu
  12. 12. Log In Pricing Features Resources Support Blog Enter your search ! MailChimp Mobile How to Manage Your List MailChimp For High-Volume MailChimp International SendersResourcesHTML Email Templates Chimplets MailChimp Research Academy Videos Experts MailChimp Guides How to Use Hairball How To Use Google How to Select an Email- Spam Lawsuits Analytics With MailChimp Marketing Agency Transactional Email Email on Mobile Devices Email Marketing Field Guide Getting Started With MailChimp Understanding Reports Email Security How To Use Templates MailChimp For Designers MailChimp Mobile How to Manage Your List MailChimp For High-Volume MailChimp International Senders
  13. 13. iPhone App Android AppWordpress Plugin
  14. 14. John Gottman
  15. 15. 15 Minutes = 85% 1 Hour = 94%
  16. 16. Everyone fights.
  17. 17. Money Cost / Billing Kids Users’ Clients Sex Performance Time RoadmapOthers Others
  18. 18. Website Visitors 100% Signup to Trial 10%Login to Account 7% Active Users 5% Paying Users 1% Staying Users .3%
  19. 19. THEFIGHTING
  20. 20. Software engineers and designers areoften divorced from the consequences of their actions.
  21. 21. BeforeLaunch 100% Create Software
  22. 22. Crap Hiring Crap Business CreateAfter Crap SoftwareLaunch Fix Crap Customer Support
  23. 23. { Responsibility Accountability HumilitySoftware Development
  24. 24. SSupportDDrivenDDevelopment
  25. 25. You make everyone do customer support.
  26. 26. Creators = Supporters
  27. 27. 1 Support ResponsibleDevelopers and Designers Give the Best Support
  28. 28. Emotional State 75.8%Browser Type 78.1%
  29. 29. Excited 12% Upset 8%Panicked Confused 11% 44% Angry 4% Worried 22%
  30. 30. 2 Support ResponsibleDevelopers and Designers Create Better Software
  31. 31. Direct ExposureMinimum Every Six Weeks At Least Two Hours
  32. 32. +500,000 users~5 million people ~400 issues +800 emails 7-12 minutes
  33. 33. ? What happens when youmake everyone responsible for giving remarkablesupport every single week?
  34. 34. 300,000225,000 Users150,000 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 6
  35. 35. RELATIONSHIPSATROPHY
  36. 36. We made everyone say thank you.
  37. 37. Best Price Best ProductBest Overall Solution
  38. 38. Kevin Hale @ilikevests

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