2. Hiya! I’m Mason
I support WordPress
CEO WP Valet
Support Lead - WPMU DEV
150 plugins | 12 support reps
@masonjames
masonjames.com | thewpvalet.com
Sunday, April 7, 13
9. Traditional equation:
Cost of lots of people complaining in public > Cost
of fewer people complaining in public + Cost of
support efforts
Sunday, April 7, 13
21. Customer feedback surveys
•Reach out personally to customers after the first
time they use your product/service
Sunday, April 7, 13
22. Customer feedback surveys
•Reach out personally to customers after the first
time they use your product/service
•Regularly afterwords
Sunday, April 7, 13
23. Customer feedback surveys
•Reach out personally to customers after the first
time they use your product/service
•Regularly afterwords
•Iterate based on user feedback
Sunday, April 7, 13
24. Customer happiness
•Use metrics on how customers are doing
•Plan ahead for support needs
•Support positive customer behavior
•Iterate based on user feedback
Sunday, April 7, 13