Kevin Hale, Wufoo, SXSW Lean Startup 2013
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Transcript of Kevin Hale, Wufoo, SXSW Lean Startup 2013
What’s Love Got to Do with It?Wooing Your Customers & Keeping the Flame Alive
Kevin Hale@ilikevests
Education
Research
Real Estate
Marketing
Sales
Banking
Healthcare
IT
Designers
Small Businesses
Non-Profits
Startups
Students
Engineers
676%
29,561%
$25.3 MAverage Startup
$118KWufoo
Secret?
We were fanatical about creating meaningfulrelationships with
our users.
Existing Users :: MarriageNew Users :: Dating
FIRSTIMPRESSIONS
HomepageLanding PagesPlans / Pricing
LoginSignup
First EmailAccount Creation
Blank / Starting InterfaceLogin Link
Ad LinkFirst Support
当たり前品質atarimae hinshitsu
魅力的品質miryokuteki hinshitsu
ResourcesHTML Email Templates Chimplets MailChimp Research Academy Videos Experts
Transactional Email Email on Mobile Devices Email Marketing Field Guide Getting Started WithMailChimp
MailChimp Mobile How to Manage Your List MailChimp For High-VolumeSenders
MailChimp International
MailChimp Guides
Log In
PricingPricing FeaturesFeatures ResourcesResources SupportSupport BlogBlog Enter your search !
MailChimp Mobile How to Manage Your List MailChimp For High-VolumeSenders
MailChimp International
How to Use Hairball How To Use GoogleAnalytics With MailChimp
How to Select an Email-Marketing Agency
Spam Lawsuits
Understanding Reports Email Security How To Use Templates MailChimp For Designers
Let's Get Social Common Rookie Mistakes How To Create An Email MailChimp for Music
iPhone AppAndroid App
Wordpress Plugin
John Gottman
1 Hour = 94%15 Minutes = 85%
Everyone fights.
Cost / BillingUsers’ ClientsPerformanceRoadmapOthers
MoneyKidsSex
TimeOthers
10%
100%
7%
1%
5%
.3%
Website Visitors
Signup to Trial
Login to Account
Active Users
Paying Users
Staying Users
THEFIGHTING
Software engineers and designers are
often divorced from the consequences of their actions.
BeforeLaunch 100%
CreateSoftware
Create Software
CustomerSupport
BusinessCrap
CrapHiringCrap
Fix Crap
AfterLaunch
Software Development
ResponsibilityAccountabilityHumility{
Support Driven Development
SDD
You make everyone do customer support.
Creators = Supporters
1Support Responsible Developers and Designers
Give the Best Support
75.8%
78.1%
Emotional State
Browser Type
Confused
Angry
Panicked
Excited
Upset
Worried
44%
4%22%
11%
8%
12%
2Support Responsible Developers and Designers
Create Better Software
Direct ExposureMinimum Every Six Weeks
At Least Two Hours
+500,000 users~5 million people
~400 issues+800 emails7-12 minutes
?What happens when you make everyone responsible
for giving remarkable support every single week?
0
75,000
150,000
225,000
300,000
Jun-06 Dec-06 Jun-07 Dec-07 Jun-08 Dec-08 Jun-09 Dec-09
0
100
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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
Users
Support
ATROPHYRELATIONSHIPS
We made everyone say thank you.
Best PriceBest Product
Best Overall Solution
Kevin Hale@ilikevests