Leadership Communications Personal Branding Presentation

How to keep web users active

H Jordan HighWeb Services Strategist, H2

eMetrics Marketing Optimization SummitWednesday October 22, 2014

Howdo I keep web users active?

Whoare you?

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

Why do people complain?

Because it’s…

Down Slow

BuggyGone

Annoying

.*

Approach

Proactive

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

Proactive

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

2. Software platform• Broken (buggy)

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)

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)

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

Reactive

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

Reactive

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

2. Feedback• Client Involvement (response)

Reactive

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

2. Feedback• Client Involvement (response)

3. Release management• Deployment strategy (resolution)

Reactive

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

b. Feedback• Client Involvement (response)

c. Release management• Deployment strategy (resolution)

Planning → Service → Happiness.

Planning → Service → Happiness.

Results

How to keep web users active

H Jordan HighWeb Services Strategist, H2

eMetrics Marketing Optimization SummitWednesday October 22, 2014

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)