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Radical Transparency for Connecting with Customers, Carolyn Kopprasch, Social Fresh Conference 2015.

Radical Transparency for Connecting with Customers, Carolyn Kopprasch, Social Fresh Conference 2015.

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Radical Transparency for Connecting with Customers, Carolyn Kopprasch, Social Fresh Conference 2015.

  1. 1. @CaroKopp #SocialFresh Radical Transparency and Connecting with Customers
  2. 2. @CaroKopp #SocialFresh
  3. 3. @CaroKopp #SocialFresh • Last month (August 2015), we had 211,520 monthly active users • We have $2,789,388 in the bank • Joel, Our CEO, makes $175,000 per year • The last engineer we hired was offered $99.5K • We spend 67 cents of every $10 on hosting • Leo, Our COO, has 35% of company equity
  4. 4. @CaroKopp #SocialFresh Why Transparency?
  5. 5. @CaroKopp #SocialFresh Transparency Breeds Trust
  6. 6. @CaroKopp #SocialFresh Trust Builds Community
  7. 7. @CaroKopp #SocialFresh
  8. 8. @CaroKopp #SocialFresh How Buffer does Transparency buffer.com/transparency
  9. 9. @CaroKopp #SocialFresh 1. Salary and Equity
  10. 10. @CaroKopp #SocialFresh 2. Revenue
  11. 11. @CaroKopp #SocialFresh 3. Pricing
  12. 12. @CaroKopp #SocialFresh 4. Founder tweets and blogs
  13. 13. @CaroKopp #SocialFresh 4. Founder tweets and blogs
  14. 14. @CaroKopp #SocialFresh 5. Diversity
  15. 15. @CaroKopp #SocialFresh Internal Transparency • Emails • Books • Steps • Sleep • Self-improvement
  16. 16. @CaroKopp #SocialFresh Trust Builds Community
  17. 17. @CaroKopp #SocialFresh Transparency Breeds Trust
  18. 18. @CaroKopp #SocialFresh Example: Transparent Pricing
  19. 19. @CaroKopp #SocialFresh
  20. 20. @CaroKopp #SocialFresh Introducing Transparent Pricing • Published December 2014 • 30,000 Views • Thousands of shares • Comments about trust • Thoughtful questions
  21. 21. @CaroKopp #SocialFresh Example: receipt email
  22. 22. @CaroKopp #SocialFresh
  23. 23. @CaroKopp #SocialFresh
  24. 24. @CaroKopp #SocialFresh Transparency Breeds Trust Trust Builds Community
  25. 25. @CaroKopp #SocialFresh Example: Hack
  26. 26. @CaroKopp #SocialFresh Saturday, October 26th, 2013 11:25am
  27. 27. @CaroKopp #SocialFresh 2 minutes later
  28. 28. @CaroKopp #SocialFresh
  29. 29. @CaroKopp #SocialFresh –Johnny Appleseed Type a quote here. 9 minutes after that
  30. 30. @CaroKopp #SocialFresh Transparency in Crisis • Email • Social • Banner on site • Blog post with regular updates • Tech Press • Reply to all emails, tweets, comments
  31. 31. @CaroKopp #SocialFresh –Johnny Appleseed Type a quote here.
  32. 32. @CaroKopp #SocialFresh
  33. 33. @CaroKopp #SocialFresh
  34. 34. @CaroKopp #SocialFresh
  35. 35. @CaroKopp #SocialFresh
  36. 36. @CaroKopp #SocialFresh Trust Builds Community
  37. 37. @CaroKopp #SocialFresh The Truth is a Content Machine
  38. 38. @CaroKopp #SocialFresh Efficient Publishing • Much less time on editing, getting permission • If we know it, we’ll share it • No risk of “leaking” something in a screenshot • No “public version”
  39. 39. @CaroKopp #SocialFresh Salaries Blog Post • Consistently in the top handful of blog posts • Several thousand views per month • Thousands of shares, countless articles referencing it • Over 125,000 views since December 2013 • In the month after it was published, applicants for our 
 open jobs more than doubled.
  40. 40. @CaroKopp #SocialFresh (Radical) Transparency Breeds (Radical) Trust
  41. 41. @CaroKopp #SocialFresh Regular Transparency is just called Honesty. And that’s pretty great too.
  42. 42. @CaroKopp #SocialFresh Culture of Honesty • No Real time revenue dashboard?
 Share what you’re doing, what you hope to accomplish, and why • No Open Salaries, Open Equity, Diversity Dashboard?
 Talk about your values, how you make decisions, and how you’re changing what feels off. • No entire “Open Blog?”
 Answer every customer email and tweet really honestly • No Transparent email?
 Celebrate achievements, be open about struggles
  43. 43. @CaroKopp #SocialFresh @carokopp

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