More Related Content Similar to Kevin Hale, SurveyMonkey, Warm Gun 2012 (13) More from 500 Startups (20) Kevin Hale, SurveyMonkey, Warm Gun 20121. What’s Love
Got to Do
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2. Kevin Hale
@ilikevests
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7. Education Students
Research Designers
Real Estate Engineers
Healthcare Startups
Marketing Non-Profits
Sales Small Businesses
Banking IT
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16. Average Startup
$25.3 M 676%
Wufoo
$118K 29,561%
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20. We were fanatical about
creating meaningful
relationships with
our users.
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21. New Users :: Dating
Existing Users :: Marriage
Thursday, November 29, 12
22. FIRST
IMPRESSIONS
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23. Homepage
Landing Pages
Plans / Pricing
Login
Signup
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24. First Email
Account Creation
Blank / Starting Interface
Login Link
Ad Link
First Support
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41. iPhone App
Android App
Wordpress Plugin
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48. Money
Kids
Sex
Time
Others
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49. Money Cost / Billing
Kids Users’ Clients
Sex Performance
Time Roadmap
Others Others
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50. Website Visitors 100%
Signup to Trial
Login to Account
Active Users
Paying Users
Staying Users
Thursday, November 29, 12
51. Website Visitors 100%
Signup to Trial 10%
Login to Account 7%
Active Users 5%
Paying Users 1%
Staying Users .3%
Thursday, November 29, 12
52. Website Visitors 100%
Signup to Trial 10%
Login to Account 7%
Active Users 5%
Paying Users 1%
Staying Users .3%
Thursday, November 29, 12
53. THE
FIGHTING
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54. Software engineers
and designers are
often divorced
from the
consequences of
their actions.
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55. Before
Launch
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56. Before
Launch 100%
Create
Software
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57. After
Launch
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58. Crap
Hiring
Crap
Business Create
After Crap Software
Launch Fix
Crap Customer
Support
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59. {
Responsibility
Accountability
Humility
Software Development
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60. S
D
D
Thursday, November 29, 12
61. S
Support
D
Driven
D
Development
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64. 1
Support Responsible
Developers and Designers
Give the Best Support
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68. +500,000 users
~5 million people
~400 issues
Thursday, November 29, 12
69. +500,000 users
~5 million people
~400 issues
+800 emails
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70. +500,000 users
~5 million people
~400 issues
+800 emails
7 -12 minutes
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84. 2
Support Responsible
Developers and Designers
Create Better Software
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89. Direct Exposure
Minimum Every Six Weeks
At Least Two Hours
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92. ?
What happens when you
make everyone
responsible for giving
remarkable
support every single week?
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93. 300,000
225,000
Users
150,000
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
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95. Craig
Newmark
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118. Best Price
Best Product
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119. Best Price
Best Product
Best Overall Solution
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120. Kevin Hale
@ilikevests
Thursday, November 29, 12