Transcript
Page 1: Leadership Communications Personal Branding Presentation

How to keep web users active

H Jordan HighWeb Services Strategist, H2

eMetrics Marketing Optimization SummitWednesday October 22, 2014

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Howdo I keep web users active?

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Whoare you?

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H Jordan HighWeb Services Strategist

• BS in Computer Science, University of Texas– 4 years managing and supporting SaaS applications

• Redesigned monitoring systems for 70 applications• Reorganized support structure to suit client needs

• MBA, Rice University, 2011– 1 year managing web marketing for Dr Pepper Snapple

• Increased web traffic retention by 200%

– 2 years consulting web strategy with H2.• Achieved 100% success rate increasing traffic at least 3x• Turned around web reputation for 75 companies• Currently working with 5 Fortune 50 companies

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Why do people complain?

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Because it’s…

Down Slow

BuggyGone

Annoying

.*

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Approach

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Proactive

1. Physical platform• Redundancy (down)• Performance (slow)• Backups (gone)

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Proactive

1. Physical platform• Redundancy (down)• Performance (slow)• Backups (gone)

2. Software platform• Broken (buggy)

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Proactive

1. Physical platform• Redundancy (down)• Performance (slow)• Backups (gone)

2. Software platform• Broken (buggy)

3. User Acceptance Testing (UAT)• Feature complete (ineffective)• Usable (annoying)

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Proactive

1. Physical platform• Redundancy (down)• Performance (slow)• Backups (gone)

2. Software platform• Broken (buggy)

3. User Acceptance Testing (UAT)• Feature complete (ineffective)• Usable (annoying)

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Pre-reactive (monitoring)

"If a tree falls in a forest and no one is around to hear it, does it make a sound?“

—George Berkeley

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Reactive

1. Support structure• Ticketing system, call center, community (attention)

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Reactive

1. Support structure• Ticketing system, call center, community (attention)

2. Feedback• Client Involvement (response)

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Reactive

1. Support structure• Ticketing system, call center, community (attention)

2. Feedback• Client Involvement (response)

3. Release management• Deployment strategy (resolution)

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Reactive

a. Support structure• Ticketing system, call center, community (attention)

b. Feedback• Client Involvement (response)

c. Release management• Deployment strategy (resolution)

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Planning → Service → Happiness.

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Planning → Service → Happiness.

Results

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How to keep web users active

H Jordan HighWeb Services Strategist, H2

eMetrics Marketing Optimization SummitWednesday October 22, 2014

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Bibliography1. H2 – corporate logo (http://h2.com/images/H2Logo640.gif)2. Berkeley, George – “If a tree falls in a forest and no one is around to

hear it, does it make a sound?“ (http://en.wikipedia.org/wiki/If_a_tree_falls_in_a_forest)


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