Kevin Hale, SurveyMonkey, Warm Gun 2012

1. What’s Love Got to Do With It? Wooing Your Customers & Keeping the Flame Alive Thursday, November 29, 12

2. Kevin Hale @ilikevests Thursday, November 29, 12

3. Thursday, November 29, 12

7. Education Students Research Designers Real Estate Engineers Healthcare Startups Marketing Non-Profits Sales Small Businesses Banking IT Thursday, November 29, 12

9. April 2011 Thursday, November 29, 12

13. Average Startup $25.3 M Thursday, November 29, 12

14. Average Startup $25.3 M 676% Thursday, November 29, 12

15. Average Startup $25.3 M 676% Wufoo $118K Thursday, November 29, 12

16. Average Startup $25.3 M 676% Wufoo $118K 29,561% Thursday, November 29, 12

17. Secret? Thursday, November 29, 12

20. We were fanatical about creating meaningful relationships with our users. Thursday, November 29, 12

21. New Users :: Dating Existing Users :: Marriage Thursday, November 29, 12

22. FIRST IMPRESSIONS Thursday, November 29, 12

23. Homepage Landing Pages Plans / Pricing Login Signup Thursday, November 29, 12

24. First Email Account Creation Blank / Starting Interface Login Link Ad Link First Support Thursday, November 29, 12

41. iPhone App Android App Wordpress Plugin Thursday, November 29, 12

43. John Gottman Thursday, November 29, 12

45. 15 Minutes = 85% Thursday, November 29, 12

46. 15 Minutes = 85% 1 Hour = 94% Thursday, November 29, 12

47. Everyone fights. Thursday, November 29, 12

48. Money Kids Sex Time Others Thursday, November 29, 12

49. Money Cost / Billing Kids Users’ Clients Sex Performance Time Roadmap Others Others Thursday, November 29, 12

50. Website Visitors 100% Signup to Trial Login to Account Active Users Paying Users Staying Users Thursday, November 29, 12

51. Website Visitors 100% Signup to Trial 10% Login to Account 7% Active Users 5% Paying Users 1% Staying Users .3% Thursday, November 29, 12

52. Website Visitors 100% Signup to Trial 10% Login to Account 7% Active Users 5% Paying Users 1% Staying Users .3% Thursday, November 29, 12

53. THE FIGHTING Thursday, November 29, 12

54. Software engineers and designers are often divorced from the consequences of their actions. Thursday, November 29, 12

55. Before Launch Thursday, November 29, 12

56. Before Launch 100% Create Software Thursday, November 29, 12

57. After Launch Thursday, November 29, 12

58. Crap Hiring Crap Business Create After Crap Software Launch Fix Crap Customer Support Thursday, November 29, 12

59. { Responsibility Accountability Humility Software Development Thursday, November 29, 12

60. S D D Thursday, November 29, 12

61. S Support D Driven D Development Thursday, November 29, 12

62. You make everyone do customer support. Thursday, November 29, 12

63. Creators = Supporters Thursday, November 29, 12

64. 1 Support Responsible Developers and Designers Give the Best Support Thursday, November 29, 12

66. +500,000 users Thursday, November 29, 12

67. +500,000 users ~5 million people Thursday, November 29, 12

68. +500,000 users ~5 million people ~400 issues Thursday, November 29, 12

69. +500,000 users ~5 million people ~400 issues +800 emails Thursday, November 29, 12

70. +500,000 users ~5 million people ~400 issues +800 emails 7 -12 minutes Thursday, November 29, 12

79. Emotional State Thursday, November 29, 12

80. Emotional State 75.8% Thursday, November 29, 12

81. Emotional State 75.8% Browser Type Thursday, November 29, 12

82. Emotional State 75.8% Browser Type 78.1% Thursday, November 29, 12

84. 2 Support Responsible Developers and Designers Create Better Software Thursday, November 29, 12

87. Direct Exposure Thursday, November 29, 12

88. Direct Exposure Minimum Every Six Weeks Thursday, November 29, 12

89. Direct Exposure Minimum Every Six Weeks At Least Two Hours Thursday, November 29, 12

92. ? What happens when you make everyone responsible for giving remarkable support every single week? Thursday, November 29, 12

93. 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 Thursday, November 29, 12

95. Craig Newmark Thursday, November 29, 12

104. RELATIONSHIPS ATROPHY Thursday, November 29, 12

109. We made everyone say thank you. Thursday, November 29, 12

117. Best Price Thursday, November 29, 12

118. Best Price Best Product Thursday, November 29, 12

119. Best Price Best Product Best Overall Solution Thursday, November 29, 12

120. Kevin Hale @ilikevests Thursday, November 29, 12

Kevin Hale, SurveyMonkey, Warm Gun 2012

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Kevin Hale, SurveyMonkey, Warm Gun 2012