How to keep web users active<br />H Jordan High<br />Web Services Strategist, H2<br />eMetrics Marketing Optimization Summ...
Howdo I keep web users active?<br />
Whoare you?<br />
H Jordan HighWeb Services Strategist<br />BS in Computer Science, University of Texas<br />4 years managing and supporting...
Why do people complain?<br />
Because it’s…<br />Down<br />Slow<br />Annoying<br />Buggy<br />Gone<br />.*<br />
Approach<br />
Proactive<br />Physical platform<br />Redundancy (down)<br />Performance (slow)<br />Backups (gone)<br />
Proactive<br />Physical platform<br />Redundancy (down)<br />Performance (slow)<br />Backups (gone)<br />Software platform...
Proactive<br />Physical platform<br />Redundancy (down)<br />Performance (slow)<br />Backups (gone)<br />Software platform...
Proactive<br />Physical platform<br />Redundancy (down)<br />Performance (slow)<br />Backups (gone)<br />Software platform...
Pre-reactive (monitoring)<br />&quot;If a tree falls in a forest and no one is around to hear it, does it make a sound?“<b...
Reactive<br />Support structure<br />Ticketing system, call center, community (attention)<br />
Reactive<br />Support structure<br />Ticketing system, call center, community (attention)<br />Feedback<br />Client Involv...
Reactive<br />Support structure<br />Ticketing system, call center, community (attention)<br />Feedback<br />Client Involv...
Reactive<br />Support structure<br />Ticketing system, call center, community (attention)<br />Feedback<br />Client Involv...
Planning -> Service -> Happiness. <br />
Planning -> Service -> Happiness. Results<br />
How to keep web users active<br />H Jordan High<br />Web Services Strategist, H2<br />eMetrics Marketing Optimization Summ...
Bibliography<br />H2  – corporate logo (http://h2.com/images/H2Logo640.gif)<br />Berkeley, George –  “If a tree falls in a...
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Leadership Communications Personal Branding Presentation

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FICTIONAL MBA PROJECT: This was completely about the presentation and not the content, so I chose a topic that i was very familiar with from my prior professional experience.

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  • 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?
  • Leadership Communications Personal Branding Presentation

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

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