kevin hale, wufoo, sxsw lean startup 2013

Download 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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  • 1. Whats LoveGot to Dowith It?Wooing YourCustomers & Keepingthe Flame Alive

2. Kevin Hale @ilikevests 3. EducationStudents ResearchDesignersReal EstateEngineersHealthcareStartupsMarketing Non-Profits SalesSmall Businesses Banking IT 4. Average Startup$25.3 M 676%Wufoo$118K 29,561% 5. Secret? 6. We were fanatical about creating meaningfulrelationships withour users. 7. New Users :: DatingExisting Users :: Marriage 8. FIRSTIMPRESSIONS 9. HomepageLanding PagesPlans / Pricing LoginSignup 10. First EmailAccount CreationBlank / Starting Interface Login Link Ad LinkFirst Support 11. atarimae hinshitsumiryokuteki hinshitsu 12. Log In Pricing Features Resources SupportBlogEnter your search! MailChimp MobileHow to Manage Your ListMailChimp For High-Volume MailChimp InternationalSendersResourcesHTML Email Templates Chimplets MailChimp ResearchAcademy Videos Experts MailChimp Guides How to Use Hairball How To Use GoogleHow to Select an Email- Spam Lawsuits Analytics With MailChimp Marketing Agency Transactional Email Email on Mobile Devices Email Marketing Field GuideGetting Started WithMailChimp Understanding Reports Email Security How To Use TemplatesMailChimp For Designers MailChimp MobileHow to Manage Your List MailChimp For High-VolumeMailChimp International Senders 13. iPhone App Android AppWordpress Plugin 14. John Gottman 15. 15 Minutes = 85%1 Hour = 94% 16. Everyone fights. 17. MoneyCost / BillingKids Users Clients Sex Performance TimeRoadmapOthers Others 18. Website Visitors100%Signup to Trial 10%Login to Account7%Active Users5%Paying Users1% Staying Users .3% 19. THEFIGHTING 20. Software engineers and designers areoften divorced from the consequencesof their actions. 21. BeforeLaunch 100%Create Software 22. CrapHiringCrap BusinessCreateAfter CrapSoftwareLaunch FixCrap CustomerSupport 23. { ResponsibilityAccountabilityHumilitySoftware Development 24. SSupportDDrivenDDevelopment 25. You make everyone docustomer support. 26. Creators = Supporters 27. 1Support ResponsibleDevelopers and Designers Give the Best Support 28. Emotional State 75.8%Browser Type78.1% 29. Excited 12% Upset8%Panicked Confused 11%44% Angry 4%Worried22% 30. 2Support ResponsibleDevelopers and Designers Create Better Software 31. Direct ExposureMinimum Every Six Weeks At Least Two Hours 32. +500,000 users~5 million people ~400 issues+800 emails7-12 minutes 33. ? What happens when youmake everyone responsiblefor giving remarkablesupport every single week? 34. 300,000225,000Users150,000 75,000 0Jun-06Dec-06 Jun-07Dec-07Jun-08 Dec-08Jun-09Dec-09 400 300 200Support 10004 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 35. RELATIONSHIPSATROPHY 36. We made everyone say thank you. 37. Best Price Best ProductBest Overall Solution 38. Kevin Hale @ilikevests