Kevin Hale, Wufoo, SXSW Lean Startup 2013
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Kevin Hale, Co-Founder, Wufoo, SXSW Lean Startup, March 9th, 2013
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Kevin Hale, Wufoo, SXSW Lean Startup 2013
- 1. What’s Love Got to Do with It? Wooing Your Customers & Keeping the Flame Alive
- 6. Education Students Research Designers Real Estate Engineers Healthcare Startups Marketing Non-Profits Sales Small Businesses Banking IT
- 11. Average Startup $25.3 M 676% Wufoo $118K 29,561%
- 12. Secret?
- 14. We were fanatical about creating meaningful relationships with our users.
- 15. New Users :: Dating Existing Users :: Marriage
- 17. Homepage Landing Pages Plans / Pricing Login Signup
- 18. First Email Account Creation Blank / Starting Interface Login Link Ad Link First Support
- 19. 当たり前品質 atarimae hinshitsu 魅力的品質 miryokuteki hinshitsu
- 31. Log In Pricing Features Resources Support Blog Enter your search ! MailChimp Mobile How to Manage Your List MailChimp For High-Volume MailChimp International Senders Resources HTML Email Templates Chimplets MailChimp Research Academy Videos Experts MailChimp Guides How to Use Hairball How To Use Google How to Select an Email- Spam Lawsuits Analytics With MailChimp Marketing Agency Transactional Email Email on Mobile Devices Email Marketing Field Guide Getting Started With MailChimp Understanding Reports Email Security How To Use Templates MailChimp For Designers MailChimp Mobile How to Manage Your List MailChimp For High-Volume MailChimp International Senders
- 38. iPhone App Android App Wordpress Plugin
- 40. John Gottman
- 41. 15 Minutes = 85% 1 Hour = 94%
- 42. Everyone fights.
- 43. Money Cost / Billing Kids Users’ Clients Sex Performance Time Roadmap Others Others
- 44. Website Visitors 100% Signup to Trial 10% Login to Account 7% Active Users 5% Paying Users 1% Staying Users .3%
- 45. THE FIGHTING
- 46. Software engineers and designers are often divorced from the consequences of their actions.
- 47. Before Launch 100% Create Software
- 48. Crap Hiring Crap Business Create After Crap Software Launch Fix Crap Customer Support
- 49. { Responsibility Accountability Humility Software Development
- 51. You make everyone do customer support.
- 53. 1 Support Responsible Developers and Designers Give the Best Support
- 58. Emotional State 75.8% Browser Type 78.1%
- 59. Excited 12% Upset 8% Panicked Confused 11% 44% Angry 4% Worried 22%
- 60. 2 Support Responsible Developers and Designers Create Better Software
- 62. Direct Exposure Minimum Every Six Weeks At Least Two Hours
- 63. +500,000 users ~5 million people ~400 issues +800 emails 7-12 minutes
- 64. ? What happens when you make everyone responsible for giving remarkable support every single week?
- 65. 300,000 225,000 Users 150,000 75,000 0 Jun-06 Dec-06 Jun-07 Dec-07 Jun-08 Dec-08 Jun-09 Dec-09 400 300 200 Support 100 0 4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6 8 10 12 14 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 2 4 6
- 77. We made everyone say thank you.
- 84. Best Price Best Product Best Overall Solution