The document summarizes a presentation given to the IGDA Victoria about improving customer experience. The presenter has 15 years of experience in the game industry and now runs a customer experience consultancy. They discuss identifying who your customers are, tools to improve customer experience like Tweetdeck and Evernote, doing proper post-mortems and customer satisfaction analyses, treating third parties like customers, ensuring your team provides good customer experience, using branding to match your actions, and getting feedback on key points to remember.

1. Your Developers
Are Your
Customers
IGDA Victoria
October 3rd, 2011
www.designdirectdeliver.com

2. Obligatory “About Me” Slide
• 15 year veteran of the game industry
• 12 years in video games
• Run Design Direct Deliver
• Active in the IGDA since 1999
• Over 30 game credits from Golden
Tee Golf to Mr. Biscuits: The Case of
the Ocean Pearl
www.designdirectdeliver.com

3. What I Do
• Run Design Direct Deliver – a customer
experience consultancy
• Help clients improve customer
experience
• Educate on customer support best
practices
www.designdirectdeliver.com

4. Why I Am Here
To give you the tools to increase
your personal and company’s
customer experiences which is
one of the keys to success.
www.designdirectdeliver.com

5. Who You Are
By a show of hands…
• Someone’s lead or manager
• Someone’s subordinate
• Someone’s coworker
• Someone who interacts with
others
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6. Topics We Will Cover
1. The Basics Of A Good Customer Experience
2. Help Identify Who Your Customers Are
3. Tools To Improve Customer Experience And
Brand Consistency
4. Post-Mortems
5. Third-Party Relationships
6. Your Team
7. Branding
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7. A Good Customer Experience
The 3 Gs
• Get in
• Get what they need
• Get out
…and all of it easily!
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8. Who Your Customers Are
Any person or company you
interact with where you have to
provide a product, service, or
information.
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9. Tools You Can Use
• Take advantage of apps like
Tweetdeck, Evernote, etc. based
on your system to help keep you
organized (lifehacker.com)
• Look at add-ons to fit your style
for your browser/e-mail client
• Go to libbygill.com
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10. Post-Mortems
• You SHOULD be doing them
• If you are doing them, you’re
probably doing them wrong
• Consider doing CSAs
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11. Third-Party Relationships
• Even if you are paying them, still
treat them like your customers
• Ask yourself how you would want
to be treated in this situation
• Ask yourself if you would work
with you, based on how you treat
your third-party vendors
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12. Your Team
Please see previous
aforementioned tips on
third-party relationships. 
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13. Branding
• The 5 Phrase Exercise
• Figure out what your brand is
• Make sure your actions match
your brand
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14. Key Points To Remember
Let me ask you….
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15. Obligatory “Questions” Slide
Questions?
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16. How You Can Reach Me
Email:
sheri@designdirectdeliver.com
Website:
www.designdirectdeliver.com
www.sherirubin.com
www.sheriforigda.org
Twitter:
@SheriRubin
www.designdirectdeliver.com

17. Obligatory Thank You Slide
Thanks!
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