It's the Little Things: Creating a Delightful WordPress Experience for Your Clients
Transcript of It's the Little Things: Creating a Delightful WordPress Experience for Your Clients
It's the
Little Thingscreating a delightful wordpress experience
for your clients
Andi Graham @andigrahambsd Presented at Wordcamp Tampa 2015
• Always be timely.
• Always listen.
• But give them what they need (not always what they want)
• Give them little things when they don’t expect it.
8 Principles of Customer Delight• Give them a point of contact.
• Give them space.
• Have policies, but be flexible.
• Always tell them how you will help them.
bsea.co/wp-principles-of-delight
1. WhoIntroductions & RolesApprovals & Changes
2. WhatScope of Work Review
3. WhyStrategic Approach & Goals Measurable CriteriaTarget PersonasAestheticContent & IA
4. How Our ProcessProject Plan & MilestonesLogistics
don’t disappear!
Weekly Reports• What you did this week
• What you’re doing next week
• Any issues / risks / blockers
• Anything you’re waiting on or need
• Budget / timeline updates
1. What it is Style tile? Wireframes? Full page comp? Cool functionality?
2. What to pay attention to“Look at this, not that.”
3. Explain thoroughly Give creative reasoning, limitations of functionality, rationale behind it all.
4. Frame feedback Be honest but clear; consider your users; foster a discussion aroundsolutions, not a list of changes.
bsea.co/wp-feedback
1. Use a child theme Give your client the benefits of proper theme upgrades
2. Use Advanced Custom Fields Keep managing complex data easy/by adding custom fields; consider premium add-ons
3. Embrace shortcodes They’re harder to screw up and giveclients the ability to use complex layouts
4. Use only reliable plugins Well vetted, reviewed & supported;include security & backups
Don’t forget the details
bsea.co/wp-launch-checklist
launch checklist
Handwritten thank-you note
Customized cookies
Flowers or plants
Regional/specialty gifts
Coffee or tea
Personalized to their tastes