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Delightful Learnings
BRIAN KALMA - @krianbalma
Background
2002 - 2010 2010 - 2011 2011 - Present
An Important Lesson
Culture = Brand = Experience Principles
The Right Balance of Emotion and Transaction
My Mantra
Designing with only standards in mind will yield only
standard results.
THAT IS NOT GOOD ENOUGH!!!
Blast from the past
WHY?
Home Page Category Product Detail
> 60% of users
landed here
All the while….
Source: http://smallerbox.net Source: sodahead.com
Why?
A customer was 3-4x more likely to purchase again if
their first purchase involved a return!
How can we take otherwise mundane initiatives and
turn them into memorable moments?
The Opportunity
Let’s talk SEO
Let’s talk SEO
Let’s talk SEO
Let’s talk SEO
The Gemvara Opportunity to Delight
Close enough doesn’t have to be good enough
The Gemvara Opportunity to Delight
EVERYONE
ELSE
GEMVARA
The Gemvara Opportunity to Delight
Finding Inspiration in Anything
Finding Inspiration in Anything
Finding Inspiration in Anything
And of course….
Key Takeaway
Give your users a reason to remember you,
and acknowledge the fact that often the best
opportunities to create memorable moments
live outside the realm of traditionally well
designed experiences.
PS, Dogs always delight
So does Cher
THANK YOU!
@krianbalma

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Delight 2012 | Brian Kalma of Gemvara

Editor's Notes

  1. Learned an important lesson. No matter how cool you think your company is, no matter how cool others think your company is… YOU STILL HAVE TO SELL STUFF!
  2. WHO YOU ARE BEHIND THE SCENES MANIFESTS ITSELF ON THE STAGE. YOUR CULTURE AND BRAND ARE TWO SIDES OF THE SAME COIN.
  3. When you are in a certain field, in my case, ecommerce, there are necessary evils. It is what we do with those evils that make experiences memorable.
  4. This mantra is something I apply to experiences or actions that lend themselves to being memorable… example…
  5. Apologize about hurting your eyes. This is Zappos in 2006! EXPLAIN FOCUS ON 2 of 3 AREAS OF DELIGHT WE DECIDED TO NAIL: SERVICE AND LOGISTICS.
  6. It may seem crazy to ignore your core site, but we were LASER focused on ensuring we had the BEST service and delivery experience known to commerce. And I think we set the standard. Mind you, I said standard. If someone wants to beat Zappos’ service, they will have to be outstanding, breaking the standard.
  7. Over 5,000 Tweets (MIND YOU, THIS WAS 2008 at this point), Tons of emails with people
  8. This is amazing. So we actively were trying to not create a text book “perfect experience” because perfect meant less sales for us. COUNTER TO EVERYTHING I WAS TAUGHT ABOUT GOOD EXPERIENCES!
  9. Earlier I noted necessary evils
  10. ON THAT NOTE, LETS TALK SEO…..Earlier I noted necessary evils. THIS IS WHAT WE CALLED: FOOTERSAURUS. We liked to ensure that we sprinkled our brand, our culture, into things that most of us knew was of little to no benefit to a customer. Hard time reconciling…. So we did this… and what happened?
  11. Over 5,000 Tweets (MIND YOU, THIS WAS 2008 at this point), Tons of emails with people
  12. Explain the initaitive, and lack of customer benefit….
  13. The Results: Tweets, emails, FB posts, laughs….. Virality! Memories! Brand additive.
  14. Earlier I noted necessary evils
  15. While everyone in jewelry is pushing inventory, we are celebrating individualism and imagination. If you want it, you got it.
  16. While everyone in jewelry is pushing inventory, we are celebrating individualism and imagination. If you want it, you got it.
  17. While everyone in jewelry is pushing inventory, we are celebrating individualism and imagination. If you want it, you got it.
  18. While everyone in jewelry is pushing inventory, we are celebrating individualism and imagination. If you want it, you got it.
  19. While everyone in jewelry is pushing inventory, we are celebrating individualism and imagination. If you want it, you got it.
  20. While everyone in jewelry is pushing inventory, we are celebrating individualism and imagination. If you want it, you got it.
  21. Earlier I noted necessary evils
  22. Earlier I noted necessary evils
  23. Earlier I noted necessary evils
  24. Earlier I noted necessary evils