Radical Transparency for Connecting with Customers, Carolyn Kopprasch, Social Fresh Conference 2015.
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Radical Transparency for Connecting with Customers, Carolyn Kopprasch, Social Fresh Conference 2015.
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Radical Transparency for Connecting with Customers, Carolyn Kopprasch, Social Fresh Conference 2015.
- 1. @CaroKopp #SocialFresh Radical Transparency and Connecting with Customers
- 3. @CaroKopp #SocialFresh • Last month (August 2015), we had 211,520 monthly active users • We have $2,789,388 in the bank • Joel, Our CEO, makes $175,000 per year • The last engineer we hired was offered $99.5K • We spend 67 cents of every $10 on hosting • Leo, Our COO, has 35% of company equity
- 6. @CaroKopp #SocialFresh Trust Builds Community
- 8. @CaroKopp #SocialFresh How Buffer does Transparency buffer.com/transparency
- 9. @CaroKopp #SocialFresh 1. Salary and Equity
- 12. @CaroKopp #SocialFresh 4. Founder tweets and blogs
- 13. @CaroKopp #SocialFresh 4. Founder tweets and blogs
- 15. @CaroKopp #SocialFresh Internal Transparency • Emails • Books • Steps • Sleep • Self-improvement
- 16. @CaroKopp #SocialFresh Trust Builds Community
- 18. @CaroKopp #SocialFresh Example: Transparent Pricing
- 20. @CaroKopp #SocialFresh Introducing Transparent Pricing • Published December 2014 • 30,000 Views • Thousands of shares • Comments about trust • Thoughtful questions
- 21. @CaroKopp #SocialFresh Example: receipt email
- 24. @CaroKopp #SocialFresh Transparency Breeds Trust Trust Builds Community
- 26. @CaroKopp #SocialFresh Saturday, October 26th, 2013 11:25am
- 27. @CaroKopp #SocialFresh 2 minutes later
- 29. @CaroKopp #SocialFresh –Johnny Appleseed Type a quote here. 9 minutes after that
- 30. @CaroKopp #SocialFresh Transparency in Crisis • Email • Social • Banner on site • Blog post with regular updates • Tech Press • Reply to all emails, tweets, comments
- 31. @CaroKopp #SocialFresh –Johnny Appleseed Type a quote here.
- 36. @CaroKopp #SocialFresh Trust Builds Community
- 37. @CaroKopp #SocialFresh The Truth is a Content Machine
- 38. @CaroKopp #SocialFresh Efficient Publishing • Much less time on editing, getting permission • If we know it, we’ll share it • No risk of “leaking” something in a screenshot • No “public version”
- 39. @CaroKopp #SocialFresh Salaries Blog Post • Consistently in the top handful of blog posts • Several thousand views per month • Thousands of shares, countless articles referencing it • Over 125,000 views since December 2013 • In the month after it was published, applicants for our open jobs more than doubled.
- 40. @CaroKopp #SocialFresh (Radical) Transparency Breeds (Radical) Trust
- 41. @CaroKopp #SocialFresh Regular Transparency is just called Honesty. And that’s pretty great too.
- 42. @CaroKopp #SocialFresh Culture of Honesty • No Real time revenue dashboard? Share what you’re doing, what you hope to accomplish, and why • No Open Salaries, Open Equity, Diversity Dashboard? Talk about your values, how you make decisions, and how you’re changing what feels off. • No entire “Open Blog?” Answer every customer email and tweet really honestly • No Transparent email? Celebrate achievements, be open about struggles