Design for customer love: Wufoo Kevin Hale @iIlikevests #warmgun
Make everyone in the company responsible for customer support, because:
Create software = new user + existing users
New user = dating
Existing user = marriage
First impression = Home, landing, pricing, login, First email, signup - be nice
Good examples: Login button at wufoo, vimeo login, photojojo, hurl 404 error page, developer contest at wufoo to win an axe,
How to make your customers love you?
Engineers and designers are often disconnected from customer consequences
Dont seperate customer support from creators, keep responsibility
> SDD Support Driven Development: creators become supporters
What happens when everyone is involved in customer support?
Virality grows, product gets awesome and support goes down
Good examples of SDD: Craigslist, amazon, freshbooks, rackspace, kayak