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

200

300

400

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