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

1) Dating

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,

2) Marriage

John Kottman prediction: couples and startups always fight for:

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

Thomas Hessler