My talk at WordCamp Norway 2013 on serving happiness and why support is so important.

1. Sunday, January 27, 13

2. HELP YOURSELF
BY HELPING OTHERS
Sunday, January 27, 13

3. WHO AM I?
Sunday, January 27, 13

4. Scott Basgaard
A.K.A “Scotty B”
Sunday, January 27, 13

5. Sunday, January 27, 13

6. WooCommerce
Sunday, January 27, 13

7. Sunday, January 27, 13

8. FREE & OPEN
SOURCE
Sunday, January 27, 13

9. 500,000
Downloads
Sunday, January 27, 13

10. Themes &
Extensions
Sunday, January 27, 13

11. Sunday, January 27, 13

12. Sunday, January 27, 13
?

13. SUPPORT
Sunday, January 27, 13

14. HAPPINESS
Sunday, January 27, 13

15. :) = Loyal
Sunday, January 27, 13

16. If you’re not happy tell us, if you’re happy tell others!
Sunday, January 27, 13

17. BUILDING THROUGH CUSTOMER SERVICE
Sunday, January 27, 13

18. 55%
are willing to recommend a
company due to outstanding
service, more so than product or
price
Sunday, January 27, 13

19. 85%
would pay up to 25% more to
ensure a superior customer
service experience
Sunday, January 27, 13

20. “Customer support is arguably your
most powerful marketing tool. Now
that we have the ability to instantly
communicate with thousands of
digital acquaintances it's more
significant than ever. Happy users
tell their friends to use your products,
unhappy users tell them not to.”
- James Koster
Sunday, January 27, 13

21. “Customer support is the opportunity to
convert a disgruntled customer into a
loyal product evangelist by over
delivering and creating a memorable
human connection with a digital brand.”
- Mark Forrester
Sunday, January 27, 13

22. “It’s great to just help the customer with
what they’ve asked, but sometimes you
have an opportunity to take their plan
and cut 90% of the work out and give a
much easier solution. Makes life easier
for everyone, and the customer is
(almost) always extremely appreciative!”
Patrick Garman
Sunday, January 27, 13

23. “Supporting customers is a great way to
spot flaws in your products and get new
ideas for features and products.”
- Andrew Benbow
Sunday, January 27, 13

24. “Providing customer support
gives a great insight into how
customers may be struggling
with your products, so you
can improve your
documentation and make
your products more user-
friendly.”
- Dan Johnson
Sunday, January 27, 13

25. “Support defines the quality of your product.
Your product is a big chain, as strong as the
weakest link. No matter how good your product
is, if the support sucks, your product sucks.”
Coen Jacobs
Sunday, January 27, 13

26. “Technical support, specifically of a product, is no longer just a means to
assisting a customer with an issue they may be experiencing. A support desk
is an opportunity to connect and engage with customers, potentially resulting
in the customer mentioning a few words that begin with “it would be so great
if your product did X”. “X” could be an idea you, as the product developer/
promoter, may never have considered. This engagement is an opportunity to
harness those ideas and execute on those which are viable and scalable,
creating a better overall product with a direct (or indirect) contribution from
the customer (which is also an opportunity for the customer to give back to
the product, making them feel great as well).”
Matt Cohen
Sunday, January 27, 13

27. TOOLS
Sunday, January 27, 13

28. bbPress
Sunday, January 27, 13

29. Sunday, January 27, 13

30. UserVoice
Sunday, January 27, 13

31. Sunday, January 27, 13

32. TextExpander
Sunday, January 27, 13

33. Sunday, January 27, 13

34. Sunday, January 27, 13
♥

35. :)
Sunday, January 27, 13

36. Meetups
WordCamps
Forums
Sunday, January 27, 13

37. You’ll Learn Too!
Sunday, January 27, 13

38. “Make Sweet WordPress With Each Other”
Mark Jaquith - PressNomics ’12
Sunday, January 27, 13

39. Any ?’s
Sunday, January 27, 13

40. Sunday, January 27, 13