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