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Wufoo's Secret to Customer Happiness? Googly Eyes

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Re: Wufoo's Secret to Customer Happiness? Googly Eyes

#11

Post by veeneck »

bprater wrote: post #9

Interesting. The real issue question may lurk here: Did the developer do it because its in his job description or because he felt strongly that he wanted to communicate with the client in that way? And how does that change things?

You bring up a good point. Right now, we're still small so everyone has a support day and talks to users almost daily. At this size, we all appreciate the close communication with the people using our product and we write those cards out of free will (not just a job description). Chris wrote more about it here:

http://particletree.com/notebook/the-4-12-day-workweek/

Now, as the company grows, this may have to be adjusted. The cards did not start as some marketing stunt, and we never want that message to be sent to our users. When cards from developer X don't feel personal enough, we'll have to brainstorm some more creative ways to thank our users.

Re: Wufoo's Secret to Customer Happiness? Googly Eyes

#14

Post by fallentimes »

Wufoo makes such ridiculous gobs of money. People barely pay attention because they're located in Tampa and don't brag about it all the time - like other subscription based revenue companies we often hear from.

What's worth noting is if a big company (99% of them anyway) tried to copy off of WuFoo they'd seem so disingenuous and fake they'd fail. Unless your AMEX, of course.

Re: Wufoo's Secret to Customer Happiness? Googly Eyes

#15

Post by ntoshev »

fallentimes wrote: post #14

Wufoo makes such ridiculous gobs of money. People barely pay attention because they're located in Tampa and don't brag about it all the time - like other subscription based revenue companies we often hear from. What's worth noting is if a big company (99% of them anyway) tried to copy off of WuFoo they'd seem so disingenuous and fake they'd fail. Unless your AMEX, of course.

Google has released Google Forms as part of their Apps For Your Domain offering. It feels very impersonal compared to Wufoo, of course, but let's not underestimate it.

Re: Wufoo's Secret to Customer Happiness? Googly Eyes

#17

Post by asdflkj »

fallentimes wrote: post #14

Wufoo makes such ridiculous gobs of money. People barely pay attention because they're located in Tampa and don't brag about it all the time - like other subscription based revenue companies we often hear from. What's worth noting is if a big company (99% of them anyway) tried to copy off of WuFoo they'd seem so disingenuous and fake they'd fail. Unless your AMEX, of course.

Can you say how much money?

When they were just starting, I remember thinking, "How narrow and trivial. Do they honestly expect to make money?". I'm looking to make this lesson even more potent.

Re: Wufoo's Secret to Customer Happiness? Googly Eyes

#20

Post by pchristensen »

asdflkj wrote: post #17
fallentimes wrote: post #14

Wufoo makes such ridiculous gobs of money. People barely pay attention because they're located in Tampa and don't brag about it all the time - like other subscription based revenue companies we often hear from. What's worth noting is if a big company (99% of them anyway) tried to copy off of WuFoo they'd seem so disingenuous and fake they'd fail. Unless your AMEX, of course.

Can you say how much money? When they were just starting, I remember thinking, "How narrow and trivial. Do they honestly expect to make money?". I'm looking to make this lesson even more potent.

Seconded. We hear all kinds of things about how much companies exit for, but rarely about what they earn. Even an order-of-magnitude or a per-employee order-of-magnitude would be interesting.
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