November 21, 2016 — In this session I will be covering the importance of good customer service and the powerful impact your support team has on your business. I will discuss practices to use and practices to avoid. I’ll take poor customer service examples and show how they could be handled differently and turned into excellent customer outcomes. I’ll also cover the steps to develop and implement an all star customer service program. This will include the secrets to providing super service, general support standards, and how to get things right for your customers. I’ll discuss why it’s important to go the extra mile to make and keep your customers happy so that they turn into returning customers and brand ambassadors.
October 8, 2016 — Scaling Your WordPress Support for Growth
Supporting your products well is one of the best ways to ensure solid growth of your company. But growth also puts additional strain on your support team. This presentation will give you tools to understand how to scale your support before your team gets overwhelmed.
There are several important factors that go into scaling a support team. The primary ones revolve around the following:
Understanding Support is Generated from Sales
Knowing How Much Support You Can Sustain
Knowing How Much Time you Need to Train New Staff
This presentation will cover those items in detail with tools, resources, and live data based on our experiences at WordImpress
October 3, 2016 — Sharing info on how the WPML team organises, works and improves over time, and so earns the love and loyalty of their customers.
September 29, 2016 — Membership Sites are quickly becoming a mainstream method to generate income, provide support, training and connect with niche communities. We will review and discuss 5 different Membership Site models that can transform any business into a dynamic, content-rich membership site.
August 18, 2016 — What I’ve learned, as a developer, about interacting and empathizing with those poor non-developers who have given me money for code I have written and now expect me to help them, teach them, and respect them despite their absurd questions with obvious answers.
July 29, 2016 — みなさんはWordPress日本語フォーラムを活用していますか？
July 3, 2016 — How to achieve happiness? I will present the formulas for Customer Happiness, practical ways to implement them, and how a scientific approach to Happiness can increase profits and improve businesses. Greatest benefits of this talk would have plugin and theme developers/companies and WordPress consulting agencies.
July 1, 2016 — So you’ve created a plugin or a theme for WordPress? Awesome! It doesn’t stop there. We will discuss why great support matters and give you simple ways to get a reputation for excellent support without increasing your time or effort.
May 14, 2016 — In our first year at comotive we’ve had a few experiences, where a company asked us to support and further develop their WordPress sites. But those weren’t small pages, but rather old and extensive sites and in one case (What I’ll talk about the most), a page of the swiss government, which was a very severe case. I’ve already learned a lot at blogwerk in the last four years and will talk about the caveats when you take over support for code that you didn’t write yourself. A soap opera in four acts: Slowness. Bugs. Support. Security.