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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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What’s Love Got to Do with It? Wooing Your Customers & Keeping the Flame Alive
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Page 1: Kevin Hale, Wufoo, SXSW Lean Startup 2013

What’s Love Got to Do with It?Wooing Your Customers & Keeping the Flame Alive

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Kevin Hale@ilikevests

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Education

Research

Real Estate

Marketing

Sales

Banking

Healthcare

IT

Designers

Small Businesses

Non-Profits

Startups

Students

Engineers

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676%

29,561%

$25.3 MAverage Startup

$118KWufoo

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Secret?

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We were fanatical about creating meaningfulrelationships with

our users.

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Existing Users :: MarriageNew Users :: Dating

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FIRSTIMPRESSIONS

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HomepageLanding PagesPlans / Pricing

LoginSignup

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First EmailAccount Creation

Blank / Starting InterfaceLogin Link

Ad LinkFirst Support

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当たり前品質atarimae hinshitsu

魅力的品質miryokuteki hinshitsu

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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

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iPhone AppAndroid App

Wordpress Plugin

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John Gottman

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1 Hour = 94%15 Minutes = 85%

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Everyone fights.

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Cost / BillingUsers’ ClientsPerformanceRoadmapOthers

MoneyKidsSex

TimeOthers

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10%

100%

7%

1%

5%

.3%

Website Visitors

Signup to Trial

Login to Account

Active Users

Paying Users

Staying Users

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THEFIGHTING

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Software engineers and designers are

often divorced from the consequences of their actions.

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BeforeLaunch 100%

CreateSoftware

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Create Software

CustomerSupport

BusinessCrap

CrapHiringCrap

Fix Crap

AfterLaunch

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Software Development

ResponsibilityAccountabilityHumility{

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Support Driven Development

SDD

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You make everyone do customer support.

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Creators = Supporters

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1Support Responsible Developers and Designers

Give the Best Support

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75.8%

78.1%

Emotional State

Browser Type

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Confused

Angry

Panicked

Excited

Upset

Worried

44%

4%22%

11%

8%

12%

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2Support Responsible Developers and Designers

Create Better Software

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Direct ExposureMinimum Every Six Weeks

At Least Two Hours

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+500,000 users~5 million people

~400 issues+800 emails7-12 minutes

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?What happens when you make everyone responsible

for giving remarkable support every single week?

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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

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ATROPHYRELATIONSHIPS

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We made everyone say thank you.

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Best PriceBest Product

Best Overall Solution

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Kevin Hale@ilikevests


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