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So I asked why, wouldn’t he sell his services and earn money to buy a drone, but how can I sell my services? He asked: let’s talk about how to sell your services whatever they are. I was a freelancer for nine years, so I know that struggle is real, especially in the beginning, when you don’t completely know what you want to do, what are your strongest sides? Who is your client and what that client wants a bit of autobiography? I wasn’t always a VFX artist.

In fact, I was really distanced from any kind of tricky stuff. I started my journey in Photoshop. I was doing web designs at first and the first thing I ever sold was a redesign of hip hop or not even on an entire design, but some elements like hero, image, icons, buttons and stuff, like that earned my first $ 50. It wasn’t even an online day the guy who ordered that was someone I knew, and he knew I was doing some stuff in Photoshop.

So what is it all about? Pointers start small. If you know anyone who needs design of any kind talk to them, offer your services for cheap. These happy clients will spread the word and you will start getting more and more projects. On my own example, the guy I just mentioned was happy was with what I did for them and they started to order posters for every event. They have for $ 50 each and it was super awesome for a school boy over time.

Other people started to ask me to do stuff for them all sort of things. Business cards logos, web designs, posters: this is how word-of-mouth works, and this is how you build your real reputation. Word-Of-Mouth is great, but in order to get more and bigger clients, you need a portfolio to showcase your current level. It isn’t the challenging in the very beginning when you don’t have any clients. Yet my solution was simple and I’m pretty sure that’s what a lot of you are doing.

Anyway, I was making logos, websites and all that stuff that I already mentioned for fictional clients, and that way it was a good practice for me as well as I was able to build my portfolio, it’s a perfect way of doing it, because you don’t have any Limits or guidelines to follow you can showcase all you got at its best, so do it as much as you can, because clients work is rarely something you would want to put in your showroom or portfolio clients.

Work is a strong mix of their desires. Your resistance, shitty compromises, because, in the end of day, client has to be happy, and this is a rule. Clients happiness in your reputation are too closely connected. Things always always always finish your job as good as you can, while good feedbacks will slowly pull you forward. One bad feedback will throw you back really painfully where to showcase your portfolio.

A while ago, I had a really good custom-made website. It was my design executed by a really talented front-end developer. But when I was changing my brand, I got rid of website and lost that source fast. I don’t know what I was thinking about, but I remember I wanted more flexibility across multiple platforms, so I used Behance portfolio service for a while. Nowadays, I believe it’s free for anyone.

Who’s subscribed to Adobe software. Great thing about this service is that it’s linked to your Behance page. So whatever you upload to be hands automatically appears on your website. It’s actually really convenient, so much convenient that I already said. I got rid of my unique website, which still was a dumb thing to do. Speaking of Behance its portfolio showcasing platform more than it’s a platform to find a freelancer or jobs.

However, I had several projects from it, so, even if you don’t want to use their website service make sure to have a profile there, cuz it’s it’s anyway, beneficial to you. Behance is number one platform: employers surfing when they’re looking for creative solutions, inspiration or people. Behance is a good base, apart from it try to maintain a strong presence in social networks, Facebook Instagram Pinterest, whatever platforms there are nowadays, your ultimate goal is to showcase what you got to as many people as possible on faith on Facebook in particular.

Find groups that are relevant to what you’re doing share your work. There comment on other artists works, be active, employers are sometimes checking those groups out and in some of them I’ve seen they’re proposing projects looking for people. So, for instance, I’m a member of octane render group in facebook. Apart from brilliant artworks, people are posting their iíve. Seen couple of job offers project offers posted.

There are two, so whatever you’re doing logos, Web Design, CG and VFX paper origami find relevant group and be active in it. Finally, one of the most effective ways of selling professional services, for me personally was dedicated freelance website. There are free ones and paid ones for both freelancers and employers. I haven’t used any of these websites for years now, but I suspect not a lot of things changed.

Last year we used freelance com to find a guy who would be able to model some stuff for us, and I was impressed by service on this particular freelance that come both employer and freelancer are safe. So it’s flawless safe and straightforward. The freelancer we were working with wasn’t allowed to do any other project while he was working on our stuff and he was paid only when the project was approved.

As an employer. We had to fully pay everything to freelance calm, but the money got released only upon projects, a pro approval and it’s super awesome. Cuz. Both sides know that they are serious about the work. Freelancer knows that money are there and they’re waiting for him to finish the work. Employer knows that freelancer won’t steal the money and disappear. This service really makes communication between freelancers and employers really simple.

Ten years ago, when I was freelancing, workflows were not developed on that level I personally experienced when employer disappears and not paying you, I’ve seen other freelancers disappears and not delivering works, and things like that with freelance comm, it’s just not possible it’s eliminated, so both sides Are honest, awesomeness just check it out? What about the price price is very important start small, remember $ 50.

The trick here is, as the demand to your work grows. Price can grow too. Remember demand price, not vice-versa. If you over value your work, you’ll, probably find yourself without any clients at all to estimate the cost of your work. Use freelance websites as well go to projects find a project. You would like to work on and usually under description. Other freelancers are able to propose to the client check out their work check out how much they want for day work and compare your level to their level and that way you’ll be able to find out what what’s the price be competitive.

Do better job slightly cheaper than others, but don’t drop your prices crazy low, be adequate? Last thing I was doing was least effective and least appealing to do. I was doing cold calling sort of. I was sending emails to every studio alight, offering my services I’ve, sent hundreds of emails and felt myself like hardcore spammer, but from those hundred couple of them replied and the collaboration was great.

We worked on numerous projects over years. Any possible way of reaching out to client is a good way. I’ve been there. I’ve done it, you can too. To summarize, if you want to freelance and effectively sell your professional services, you should concentrate on building a strong presence on both social media and freelance websites. I’ve listed a couple of freelance websites in article description for you.

There are paid services, some freelance websites for freelancers things like boost your rating or somehow decorate your portfolio. I don’t know how it works not now, but so, if you can use this services cuz, it’s really beneficial to you like in games, same principles. You pay you benefit and what’s more important and shows the employer that you’re serious about your work, be active and just grow your network.

Apart from that, don’t forget about your personal projects, creative stuff and stuff, your most passionate about! Do it upload it to your portfolio and push yourself to grow? Your level comes up if I was helpful in this topic thumbs down if you’re one of those guys thank you for reading guys, see you in the next one peace.


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One Customer Experience: The Handshake Between Services and Product, by Chris O’Donnell, Hubspot

It wouldn’t have been about half the room, I think about half the room raise their hands. That’s really exciting! Hubspot! It’s a fascinating company, we’re about 11 years old and it’s a SAS company software-as-a-service with one of these more modern business models where we’re selling subscriptions it’s mostly low touch or inside sales driven, and then we have a big and very innovative service set of offerings.

On top of that, we’re about 2,000 people globally, most of us are in Cambridge, but we’re spread around the world. Singapore Sydney, Tokyo, Portsmouth, New Hampshire and a big office in Dublin 300 of those people are working on the product side. That’s my side of the house and about 700 are on the services side. We’ve done some really really interesting things to drive this growth. We went public about a couple of years ago.

We’ve had some good success and Patrick and Anne Thomas invited me out here to share some of those learnings. So we’ll take a look at a framework that is emerging of how we look at the handshake between product and services and also some background and some concrete takeaways. Some things that you guys can try at your organisations that may work for. You may foster a little bit better communication, tiny bit about me, I’m sort of an interesting person.

My background is in music, I got my degree in computers and music and from there I got into marketing. I was a marketer for a start-up for a while, and then I got into product management, because I was so passionate about the product side on what we were building and I’m really a maker at heart. Ever since I was very little, I wanted to play instruments and make things and do things and work with other creative people to build things.

I started some startups over the years. I came to HubSpot in an acquisition of a start-up about six years ago and I’m now leading the product development efforts. There. I get to live my passion with music by playing in a band outside of work and also contributing to Berklee online, which is Berklee School of Music’s fast-growing SAS offering, and I also spend a bunch of time over at MIT. Our company really was founded out of MIT, so we spend a lot of time with MIT in the community they’re talking about taking some of these scale-up innovation models across products, services, sales and so forth, and bringing them into larger organizations.

So that’s just a little bit about me. I have two wonderful kids. I live in the Boston area and I’m thrilled to be here. So why are we here? What’s the goal of this talk today, there’s a huge opportunity, a huge opportunity for teams like mine and teams like yours, to work better and to collaborate as we share these touch points in the customer journey. We’re going to talk about how we can get so focused on on-the-job in front of us that we forget to communicate effectively and we forget to align our purpose and our mission in our vectors across product development and service delivery of every kind.

So I’m going to show you just to start out sort of the summary and then we’re going to go back through the background, how we came to develop this and some concrete examples of what this looks like, hopefully with a couple of fun stories along the way You guys feeling good this morning, you psyched all right. Here’s the takeaway, the takeaway is everything starts with an agreement on who your target customers are.

If you have a service organization, delivering Enterprise Services and a product team that is still trying to build for an SMB you’re going to have a lot of problems right, we’ll talk about that, a unified mission for the company, giving these target customers what’s our approach, what Does success look like and what are the mantras that we’re repeating in the hallway from there? What does success look like and the key is not to have success in one silo and success in another silo, but to share those goals across marketing and sales? Let’s share those goals across products and services share those goals at the corporate level.

Beyond that we have paths for escalation. We love it when our frontline people can solve issues themselves across departments, but it’s not always possible. How do you build accountability and avoid having an adversarial relationship between these departments and then finally, wrapping that entire picture in a culture of regular and effective communication to really imple that change that we’re talking about? So that’s what we’re going to end up in this talk is this framework.

I want to start by reflecting on how I think about the evolution of collaboration at a technology company. It feels to me. Like the first place, there was real tension that forced a conversation about how should we be talking to each other? How should we be collaborating was between marketing and sales classic tension. We talk about it all the time at HubSpot, because we make marketing and sales software.

So we’ve learned over the years that communication about metrics on either side and sharing an overall service level agreement goal between marketing and sales can help deescalate that adversarial relationship and get everybody aligned and moving in the same direction. Beyond that, we have the relationship with sales and services, and I think a lot has been written about that. How do we effectively handoff a customer and onboard a customer? Deliver that technical implementation, whatever it is, that they’re expecting right after that sales process, which was hopefully delightful for them, and I would say, there’s been a lot of ink spilled on that as well.

Both of those we’ve really looked at as an industry, a lot – and you know I’ll be honest, I’m not sure too much has been spoken and written about the technology partner that you guys have in a product development team and how to dovetail those cultures and those Processes and force the right conversations across those groups, because that’s really, where there’s the massive opportunity to delight your customers, is absolutely by improving the service processes and organizations and offerings and all the rest of that, but using technology to make it easier.

Identifying customer roadblocks that service professionals may have to tiptoe around to find workarounds for and really improve the customer experience by getting at the root cause. And when I talk about product and services, it may be obvious to some, but just to err on the side of clarity and product. I’r talking about my entire world. This product managers, designers, UX people, analysts, product analysts and, of course, engineers, right and in product management.

We’re very keenly aware that, at the end of the day, it’s engineers with hands on keyboards that are really building the future of the company and addressing customer pain at its most root right. So we have a very respectful view of engineers and in our culture our job is to help them tackle the biggest problems and not tell them exactly how to tackle them, but to bring them the biggest problems, often from services.

So that joint is super important on the services side. I think really. The eight disciplines of TSIA are exactly what we’re talking about here. I don’t have them all listed, but for us at HubSpot it’s boy. We have a technical implementation team really important to sync with them as they onboard customers. We have a customer success, account management team and we have a big support team and that’s very important for us as well.

At HubSpot we’d love people to buy the software as low touch as possible, and then we would love them to have a hopefully free service experience. That’s as high touch as they want. So we have a huge investment in customer success and customer support. So a bit of a different model. That’s that’s pretty interesting! So if you, if you squint, you say well, this shouldn’t be too hard to set up. I mean we have services working with customers every day.

That’s all they do, and you have product that is not building the product for themselves. Product is building the product for customers as well, and so in the naive mind of an executive such as myself, I assume all the time that this is the ideal state and then, when customers are stuck and we’re spinning up additional service offerings and we’re doing all Of this all this kind of work to address issues that product knows about it and product is both helping deliver those services with tooling, with technology interfaces for the customer and also addressing some of those issues.

That should have never been there in the first place. But when I go and talk to the front lines on either side, I learned that’s that’s not always the case. It’s not always the case. Then account managers struggle to have their voice heard. What is the vocabulary for them to communicate the customer roadblocks that are so intuitive to them, the things that they see, customers struggle with on on a daily basis? You just walk across the street to engineering, and who do you talk to do you just grab an engineer, who’s who’s, pouring a coffee and you show them a screen shot of something frustrating.

Is it can be very difficult to figure out those paths now, at the end of the day, the opportunity is that product is building stuff and talking to customers and services is talking to customers constantly and would love to be involved in building stuff. How do we make that happen to have one unified customer experience? The key is really aligning and understanding what it looks like in that shared area and the actions you can take to widen that shared area and drive more collaboration between these two teams.

They share the goal, which is to reduce time to value for customers. Everybody wants customers to be successful to be happy to have high NPS. How do you get there? I used the word alignment and I’m going to talk a little bit more about alignment and I’ll back off the services piece and just talk about the most recent example of this. In my life, which, which I sort of have a fondness for doing the freshest example, we’re doing our strategic planning in product right now for 2018, and we have a process where we look at all of the great ideas that we want to do as a team.

We show the executive team, we show the company, we get some feedback from them and then internally we resource and we prioritize, and we do the things that you would imagine we would do last year. We did that and every one of those priorities was one team that was going to go. Do it and what we learned throughout the year was that that broke, because each of those teams is trying to deliver on their one thing, but they need help from everybody else.

So everybody’s trying to prioritize the dependencies that they have on other teams with their own goals. We did okay, we had a good year, but this year, what we’re doing is we are. We are deciding those priorities across all teams and then we’re going to break the work out and prioritize that work, raus teams and when we reflect on this, it’s a great example of a concept that we talk about constantly at HubSpot.

Now this is our co-founder Dharma shot and he got to spend some time with. Elon Musk was one of his heroes, one of my heroes as well, and he asked Elon what the key to scaling a company like HubSpot like Tesla, like SpaceX. What that key was – and he expected a big, long, structured diatribe on all the things you have to think about, and rather than that, Elon came back and said. Each person in your organization is a vector, I’m not a big physics person, but I’ve learned that a vector is a combination, two things, of course its directionality and momentum right, and so the interesting thing is, you can have two star players and giving you the short Version here, but you could have two star players who are trying to do opposite things, and the net of that is zero, whereas you can have a bunch of decent people all trying to do exactly the same thing.

They’re going to make great decisions they’re going to make great great progress, so my example about our product planning process was one to show that we had a very thoughtful process. I would argue that we have some really competent people who certainly care about the mission, but we sent them off in various different directions. So that’s that’s an example right of how we kind of align those vectors and get everybody multiplying each other’s work by heading in exactly the same direction.

What if we could do that with product and services, we don’t have it perfect. I can’t pretend that we have it perfect. I would say: we’ve made the most progress with our customer support team. I’r going to show you exactly what that looks like we have room to grow as sales. We have room to grow with customer success, we’re starting that the the early innings there. So I don’t. I don’t want to pretend like we have it all figured out, but we’re happy to share the learnings and where we are in that whole journey.

So, let’s review that framework step by step in a little bit more detail. If you remember the the the middle of that framework, the core was clear: target customers. It’s going to be impossible to do anything else and have alignment if different people in the business believe you are building for different customers and customers can be extremely different. Even with the same product at HubSpot, this is very true.

We have fortune 100 companies who use our product, and then we have five person companies whose our product and it’s exactly the same commercial off-the-shelf software. But we need to be mindful, as we build the software of that context, I’m going to give you a fun example. I read somewhere and and went and looked into it, and it’s actually totally true that if you buy whiskey and you buy it one of those little tiny containers at a time right, it’s a dollar, a piece and to make a bottle this size.

You need 14 of those, so that’s 14 dollars that bottle cost $ 26 and 99 cents for the exact same product. The exact same amount think about that for a second totally different buyers, complete and totally different purpose. Somebody wants to have it on their shelf forever. Somebody just wants one little quick drink whatever it is. You have very, very different buyers, so you have the same product and you package it in a way where people are very aware of who the target customer is what this looks like at HubSpot.

Is this idea of a core buyer persona? We’ve evolved them over time and everybody in the company becomes intimately familiar with what that target customer looks like we had a big debate early on probably five years into the business right right around the time that I came between a persona that was then named owner. Ollie in a persona who was named marketing merit now an owner ollie was somebody who didn’t have a marketing team who was buying our marketing software to use themselves for their their car wash or their drywall company or whatever it may be, and then marketing meri was A very different persona, who was a full time marketer, but was very overworked, so the profile of that company.

The context in the person was using that product was very different and what we did was we looked at what we think of as the unit economics and SAS right so in in SAS. We’re, of course, obvious overwhelmingly concerned with the cost to acquire customer and the lifetime value of that customer. How long it takes to recoup that initial cost to acquire the customer and what we found was the unit economics between these two personas were totally different.

For the same product, they were totally different that allowed us, as a company to say we’re going to focus on one we’re going to focus on Mary, because that’s a better strategic bet for our company. Now, to this day, you can walk through the hallways and ask anybody what an owner ollie is and you’re going to get exactly the same answer and we’re updating these right. So now we have new personas. We felt that our customers had outgrown those personas.

So we have marketing Michelle and growth Gary, and you can ask anybody in the company to explain the difference between these two, what kinds of companies they work at what’s important to them, how do they buy? What do they expect in the service experience? What’s their level of technical knowledge in onboarding all of this kind of stuff and everybody in the company is going to be able to give you a pretty consistent answer right so you’re, starting to see that a language can emerge where all of a sudden and the Count manager can say to me, hey, I have I have this company in there they’re trying to get started in it’s a classic, Michele great fit.

Okay, that’s going to speak to product a lot more than hey here’s. A huge deal we signed write help me make. My commission is a very different message: it’s much more of a strategic mindset for the business, much more of a customer and business first way of thinking about it now beyond that beyond the customers. Let’s think about the mission, so you have those customers. What is the mantra that you’re going to use to service those folks and sell them and onboard them? What is your, what is your North Star? Google is famous for having the the mission of organizing all of the world’s information, so if you’re an engineer or a product manager or a salesperson, you know that that’s where the company is going, it’s going to get all the world’s information and organize it to be Available to everybody or Dropbox have all your stuff everywhere.

You go very, very clear mission at HubSpot. Our mission is to transform how companies grow so there’s an emphasis there on this idea of economic opportunity. People are coming to us to find further growth in their business. One and to transform we’re not trying to help them, do what they’ve been doing that got them this far we’re trying to change the way that they market and sell to match the way that humans have changed the way that they shop and buy again.

This is just mantra to us. You can ask anybody in the company what that mission is and how it ties to their day to day, and it’s very clear, another great pathway for services to be communicating with product. The next layer from there is sharing goals, language and metrics in pretty much every culture. You have your KPIs, you have maybe your waterfalls and your goals and what over performance looks like or OKR whatever framework it is that you’re, using one thing that we’ve learned is that we run into a lot of trouble when we expect teams to work together across Disciplines and leave them with disparate goals, the more that we can take two leaders, two vice presidents across marketing and product, let’s say, or services and product services and marketing whatever it is and say: here’s your North Star together, you share this together, the more the front Line people magnetized into that and move forward in a really effective way.

We’ve decided as a company that the most important number for us is Net Promoter Score and with which I’m sure you’re all very familiar, and the interesting thing that we’ve done here is we’ve taken. A high-level brand and sort of customer level NTS metric of how likely are you to recommend HubSpot to a friend or colleague and we’ve, given the ownership of that to product right. It’s a really really hard number to move that forces a few things.

It forces us and products to get to the root cause of issues. Ah, so now, when we hear from services that customers are frustrated, it’s harder for us to put our blinders on and build the next feature, we’re so excited, because what we really want to do is delight the customers more so than to build that next feature and Get to market and compete a little bit harder in the market. This is a strategic corporate level priority that is shared across all the teams.

It also forces product to get out of our silo and out of our out of our seeds. Quite quite literally, and not just to talk to customers, but to talk to the people in service again customer success and technical technical implementation Academy, which is our education initiative and to hear from them and really digest and really listen to the feedback that they’re giving us. Because it’s key for us to address, as we move NPS again breaking down walls with shared goals in paths for escalation.

You know boy. I’ve heard it said that the measure of an organization, the measure of an organization is how effectively frontline people across departments can solve issues without taking it to their bosses. You know you have organizations where two people on the frontlines can just deal with an issue on a good day. We’ll have a support. Rep, take a call, identify a software defect, find the product manager find the find the engineer, maybe and within minutes, deploy a solution right and we do we do pretty well with that.

We don’t do perfectly with that. I’r going to show you examples of us not doing perfectly, but we have a culture where we want to be able to take that input and fix it in real time for our customers. We’re a three billion dollar public company, we’re a SAS company and we still go to production 500 times a day right from our engineers. Our engineers have full autonomy to fix issues and ship features 500 times a day.

It’s very important right so that input from services is absolutely key there. So one of the things that we do is we just start to look. We just. We have a phrase that we call sunlight where you have the opportunity to build a process out. You have an opportunity to build in checks and balances and introduce red tape and down in the business. One option you have is to not add the processes, not add the sign-offs and all that, but to provide sunlight.

You know a funny way you could do. This is, you could take expense reporting and you could say you know what use good judgment on an expense reporting, but we’re going to stack rank, how much everybody is spending on travel and if you decide to do something with travel, that’s irresponsible everybody’s going to see It and make funny. You know it’s just a hypothetical example, but um it actually works.

It’s like first-class to Australia. You know really, but it’s a long flight and we we cut them some slack. So here’s one where we say look. We haven’t so Giro’s our issues. Right I’ve got a bunch of yous Jared. We used your love at last, seen by the way, they’re doing really really cool things. If we look up to a company in the market, that has a really innovative go to market model, it’s at lassie and we love their products and we love them.

J Simon’s their Presidents on our board and they just had an unbelievable earnings call by the way, which I recommend you guys review, is really really cool. What they’re doing with service and with sales and rnd really driving a lot of this alignment and boy big results. In the markets, so we have these issues, we have about 8 % of the calls we get and support get escalated formally into product as as a JIRA as an issue, some sort of help, ticket or debug or defect that they’ve found.

You know what we can do is sit down together and just look at how many of these are getting either responded to or resolved later than we would expect, and let’s look at that by team, and it’s not something that we need to send around to everybody And we it’s not something that we need. You know an action plan against and, and you know, full accountability, but what it does is, if you, if you get people from all these disciplines, into a room together to look at it and just have a conversation about it, it starts to foster a lot of Trust we’ve learned that when we don’t actively communicate with services and when services doesn’t demand a forum with us, we just assume that everything is okay or services assumes that there’s no path for them.

To talk to us so again light reports where it’s just a fact on how we’re doing together in terms of communicating and getting the people in the room together, and I think that if you get the right people in the room and often that’s not executives, often That’s line managers right get line. Managers in the room from these different disciplines give them some privacy and say what the heck is going on.

You know you guys, you guys figure it out and go well. You know not for nothing. We don’t have a lot of Engineers on that or we’re not used to hiring people who are really good at solving the types of problems that we have and we’ll talk more about that. But this has been really very cool for us without again creating an adversarial relationship. Here’s another one for for Gira’s, just time to respond right, like how many of these tickets are we getting.

How is time to response going and we do look at these at the at the corporate level? We look at these at what we call helm, which is our executive team, and it’s just it’s good to know that we care, you know just show us in product. Getting up and showing this chart just sends the message that, yes, we get it. We care and customers deserve an answer and deserve to close the loop when they have a question about the the product functioning properly very cool stuff, very straightforward by the way, not rocket science.

It’s really the human side that matters and then wrapping this all in not just regular communication but effective communication. I’ll give you an example. This is if this applies to your organization, particularly if you work in customer support technical support of some kind. This was a huge breakthrough for us for a long time. We would get incident rate, so our support team would, on a monthly basis, quarterly basis, say here’s why people are calling in right and we would try to address those by number of cases.

The bully was really hard and some of those you know how would talk to our head of services and say: okay, we’ll try to get rid of all those and he goes whoa hi. My hypothesis is people who call in about that end up being really happy. Customers, because we get them on the phone and give them a great experience, we set them up. We explain the mental model for them. We do some education and then they’re happy for years, okay, so, okay, so we don’t want to lose those tickets, so it actually became not about the the specific reason that they were calling in.

It was something much more new us. We have this great program at HubSpot, called the accelerated leadership program where we hire folks out of business school and we give them rotations in different departments six months at a time, and then they end up leading a team in a department that was a great fit For them, by the way, this program has worked out, super super well and in a world where it’s tough to find you know, line managers and director level folks.

This is a great way to build those kinds of roles and find people who excel in them across disciplines. So with this fella did he took six months and he said there’s a lot more than just incident cake incident rate. How happy are people once they get off the phone? How long is the call? How often did they repeat and call back in on the same question and he came to present in our product managers meeting and it was this beautiful three-dimensional view of the customer experience that we just couldn’t ignore.

You know I mean this was really interesting and it was a level of thoughtfulness that he put in. He came in, he very very graciously said you know, I’ve thought a lot about this and I’ve talked to a lot of customers, and you know I’m going to take a I’m going to take a whack at what a score might mean across all of these things And nobody picked apart, while you’re multiplying this by three and multiplying this by two and weighting it this way and weighting it that way, nobody had the energy to pick it apart, because you know what it was good enough and it was very thoughtful, and so my Advice to any department trying to work with product is I point to this example and say you know, imagine owning the products and having the the empathy in the connection with someone.

Who’s really thought, through the experience of servicing, that customer in a robust way in a detailed way and offered this level of insight to the product team. This thing comes out, we publish it in slack and we have all the product managers in there and it is just a firestorm of commentary. You know, and it’s not pointing fingers, it’s people acknowledging that they know that certain things are issues or acknowledging that there is a minor outage over here or something happened over there with a third party API, and so there’s this awareness that just bubbles up around it.

That is super healthy and now we’re trying to do the same with customer success. It’s a little bit newer, but what we’re doing is basically a leader on our customer success. Team is saying: okay, when we do calls with customers and we try to get them set up or on board a new point of contact or worker renewal or whatever. It is we’re going to hear the roadblocks that they have in the product and we’re going to enter them in to the CRM and report on those and start to fold those back into that same heat map.

It’s it’s a newer view for us and it’s a newer relationship, but it’s very very promising and it’s working really well and again: it’s you can’t really argue with it. If you’re in product, you gets very and here’s the dirty little secret, a product manager. In my experience is you know they have one answer to anything, you say: hey. Could we go do this? Could we add this feature? Could we do this and they only have one answer which is: maybe you know, and we teach them to do that? That’s like actually the trade for all sorts of reasons, but the real unit.

The real reason is, as a product manager, you’re selling things to engineers. You are a salesperson of ideas to engineers. You know engineers, no matter what they say, they’re working on or anything they can always come in and say. Well I have this urgent thing. I need to work on before I get to the thing that you want me to do in my experience that can be 90 days of working on this thing before they get to the thing I want to do, and so you know, I’ve learned primary source material Is so so important for working with designers and developers, you can almost leave the source material.

These are the things that are causing the most pain for the customer. I did that once with a very skeptical tech lead – and I just said, hear hear the tie was way back when we first had some this information. I said here the top ten issues that cause people to call into support and he read them. He said three of these are on my team. I said this has been good, it’s a good talk, you know and he got so fired up to go address those, as opposed to me, coming with a list of things that I thought would solve those problems.

Without that context, right without that that primary source material, so primary source material from services helps PM’s, but it also helps the engineers wrap their heads around the issues and I’m going to wrap up here and say: we’ve seen a bunch of charts. You know we’ve seen frameworks, we’ve seen graphics, it’s not about that. It’s about people. This was a meeting I was in Monday, and here we have our head of engineering.

We have frontline service people from different departments. We have a product manager, that’s Bella in the bottom left hand, corner she’s, explaining all of the context around the issue. She’s letting services understand know that she understands the issue and a from her perspective on what they’re doing to address it and so forth. This is a great meeting. This is a killer meeting. This has completely changed the relationship between these two groups and we don’t have to get you know a thousand people in a room together to review this data.

We can get six people again. It’s a combination of more senior people and frontline people who really have the context so listen. I hope this has been useful, enjoy the rest of the day, connect with me if you’d like to continue the conversation and more than anything, thank you guys so much


Online Marketing


I wanted to make this article to share my experience in my excitement about the creative process of building this website and what it means to me. I also wanted to highlight some of the key features and functionality of the site, so this whole thing was a really big process for me and it came with a lot of interesting and dynamic challenges, it’s hard to say exactly how long I worked on it for, But it was easily over a hundred hours of work, and so I feel that the passion and the commitment that I put into this project really shows when you’re navigating the site.

I wanted the site to be a total extension and representation of my own unique, creative self-expression, so because of that, I designed custom artwork and assets for the entire site, and I also taught myself how to actually code in liquid, which is a programming language that is Indigenous to Shopify and Shopify is the platform that I built this site on, so the project was a really powerful opportunity to redefine myself and to even further clarify what it is.

My service is to the planet on a physical level and in fact I encourage really everyone to create a website for themselves, not only for the purpose of sharing your business or your creativity with the world, but for the sake of actually speaking, your true self into Existence – and that’s really what this was for me: there was an opportunity to further ground my true self into the physical experience.

So with this website, I strongly feel that I achieved weaving all of my creative passions into a singular platform of creative self-expression. This site truly highlights all of the things that I absolutely love and offers them as service to others. So with that being said, I now want to give you a little tour of the site highlighting some of the key features and services alright. So here it is, this is the home page of my new website.

As you can see here, these slides they highlight some of the custom artwork that I was speaking about and you’ll see that every few seconds they actually switch highlighting a different portion of the site and when you click them, you’re able to navigate to different areas. This is the media homepage or the landing page, so from media you can actually see my digital art, my music, my article is my photography, but just going back to the home page just want to continue to show this to you all.

So if you come down here once again, there’s these little circles that also take you to different parts of the site, and here you’ll see some of the highlighted products that I actually have on this new site, and this was one of the the big things for Me with this project was to actually turn my life turned myself, my my creativity into a marketplace so that people can purchase some of the things that I’ve created and then coming down here.

You know you will see that it’s connected to my Instagram and at the very bottom here you can actually join my newsletter, and so I recommend that people that that follow me and they want to stay updated on the most recent events or recent content or recent Products just to sign up for the newsletter and yeah. I send out an email every every few weeks when there’s a there’s, a there’s, a lot to say a lot to share.

So the first key feature that I want to speak about it in regards to the site is just the the shop area. So here you have this drop-down menu and you can see the different areas of products that I offer so under prints. You can see that I have canvas prints, metallic prints, stickers, poster prints. I actually started my own clothing company called new human designs and right now I’m selling shirts.

So if you come over here, you also have my music section, and I broke this up into three main categories. You have my electronic music and being meditative music and my hand pan music and then over here. These are the shop services which I’ll get into in just a minute, so you can navigate using this drop down menu or you can actually click on shop and sort of get a better visual representation of all the products.

So you have canvas prints, poster prints and metallic prints. The clothing and I’ll actually go here so right now, one second! So right now I have two primary designs and you can get those two designs either on a t-shirt or on these 3/4 baseball Ragland shirts. This this one in particular, is my favorite. I wear this one all the time and these shirts they come in all different sizes. You can see the sizing chart here, the other ones.

If I go back here actually come in different colors and you can see the colors that they come on by clicking over here, so that’s something. I’M really excited about the the clothing, particularly and I’ll. Just highlight some of these. These are some of my canvas prints and you can get different, portraits different ET portraits. I have some of my sacred geometry type art as portraits, and even the designs that you see on the clothes.

These are also offered on canvas prints with these ones. There’S more of a sliding scale terms of the price because they they range in terms of size, the smallest one is twelve by twelve and largest, one is 24 by 24, so these are really really amazing for me to just have you know to have my digital Art actually come to life in a more tangible way and in a way where people can receive that and to showcase that in their house.

So another key feature that I want to highlight. I talked about the media page and we can just go into some of these sections a little bit so here, if you click under digital art and once again you can go there by just clicking this tab and then viewing the drop down or you can go To this sort of landing page – and that just happens when you actually click media – and you can navigate that way – it’s really whatever your preference is.

I did this just to make this as straightforward and as clear for people as possible. So anyway, going into digital art. You will see the full, I mean this is yeah. This is essentially the full gallery of all the ET art that i’ve created thus far, all the self-portraits I’ve done for people coming down even further. You get different types of digital art that I’ve created in the past and yeah all sorts of different fun things that I’ve created that you can observe here, just a big gallery and if you click on them it it highlights the individual pictures.

So if you come here, you’ll see that there’s a this is under music there’s a playlist of a lot of my music and actually, if you’re listening to these playlists and you enjoy a song, you can come back under shop and you can navigate to where that Song might be if it’s an electronic piece, then there’ll be under electronic music and you can just purchase the tracks that I have here: they’re, each just a dollar and yeah.

If you enjoy that – and you want to support me – you can totally do that, and that would be much appreciated if we’re going under articles, we have my entire youtube blogs, actually just linked into the site. So if you prefer to read on youtube, that’s great, but also if you feel like there’s a article that you want to find and it’s harder to find on, you feel it’s harder to find on youtube. I have these different categories here under this application, so you can navigate that and then last over here is just similar to my ETR, but it’s just a gallery of my photography.

These are just different nature: shots that I’ve taken in a lot of different, a lot of different locations. So now I want to talk about the services starting with the private sessions. So I currently provide and you’ll see here 30-minute consultations for $ 30 conducted over text. 30-Minute consultations for $ 60 conducted over the phone 60-minute consultations for a hundred and twenty conducted over webcam, or this is something I’m very excited about.

I’M offering one day long, private one-on-one retreats for people and these retreats. They basically consist of you and I, whoever you may be going on different hikes and adventures throughout Sedona Arizona, which is a place that I currently live and I’ll bring you to all the secret spots that basically only the people that really do a lot of exploring. Can find these really really really high-energy spots and will go on adventures and basically go out to lunch and do other spontaneous activities and the reason why I’m offering? That is because for a lot of people, I know that people get very activated by listening to the content that I share, whether it’s it’s reading the articles, I will same to the music or reading some of the art that I’m creating, but to be in person With me, one on one having an intimate experience where we’re really sharing on a very personal level.

This is really where the deepest healing and transformation can occur, so I’m very excited about that and for other people, if you just want to text consultation, a phone consultation or the 60-minute webcam consultation. This is the one that people do the most and before I made all these other categories, I was just doing these 60-minute webcam consultations. These are conducted over Skype or Facebook, article or Google Hangouts.

So really all of these sessions are designed to provide insight. That is specifically tailored to you and I’m using my intuition to guide the individual into a balanced state of emotional mental clarity and, as this process occurs, basically the individual that I’m working with can begin to access and integrate higher states of consciousness to embody their greatest Potential and it’s a very these sessions are very powerful for both myself and the individuals that I’m working with.

I have I’ve done hundreds of them thus far, and you can see all these different testimonies from people whose lives have been changed just by having a conversation with me, because really what I’m doing is I’m I’m acting as a mirror, so that you can see yourself Clearly, so that you can see where you’re limiting yourself and you can see actually where the beautiful expansion and your life can occur and a lot of people they also.

They also message me and have these sessions with me to gain more clarity and understanding in regards to an extraterrestrial or extra dimensional encounters that they might be having, and these sessions can really act as support for for the individual that I’m working with. So that’s the basis of my private sessions. If you’re someone that wants to go deeper on their journey mate, you know maybe just reading the articles, that’s all you need that’s beautiful, but but if you need a little extra boost or some extra clarity in your life, I strongly recommend them.

I’Ve done so many of them and they’ve been highly potent and highly transformative for myself and for the people that I’ve done them with so moving on. I want to speak about my blogs ETR offerings, so here you will see that there is several different tiers of these offerings and basically, what what this is is. This is a bloged creative expression that is designed to reunite individuals with their cosmic heritage.

So I’m using my illustrative and intuitive abilities, and also just my tangible, close encounters quote-unquote with extraterrestrials to bring forth these artistic rendition renditions of these extra-terrestrial energies that seek to connect with the individual that is wanting to participate in this particular service. So here you will see the different tiers. The first here is for 222 dollars. It’S a blogled, extraterrestrial metaphysical illustration – and here you see this example of that, for a little bit more for 333, you can get a what I’m calling a Galacta ated self-portrait, which is essentially a digital rendition of yourself, and with these I basically ask the client to Send me several pictures of themselves at different angles, with some specific lighting so that I can essentially sculpt a replication of you in digital form and Galacta PHY yourself.

So the next here is a bloged illustration or a self-portrait, plus a minute long animated clip depicting your digital avatar in action. So here you’ll see an example of that. This is what some of these clips will look like. This is taken from a being that I bloged and I made the article alchemical rebirth using him as a basis, but basically these will be the types of articles that you will receive at this tier of the service and all of these articles actually come with unique.

Sound design and a musical soundtrack that help to anchor and express the energy of these animations really excited about this. I’M excited to make more of these kinds of articles highlighting these ETS. It’S it’s! It’S a it’s a lot of work, but it’s really very rewarding and very satisfying and I enjoy offering them so last year you have a bloged illustration, plus a self-portrait plus a one-minute animated clip.

So this one you had either a et portrait or a self-portrait plus the article and then this package. This last package, is all of these things. So the one thing that I want to say about this is it’s a very because it’s an intuitive process. It’S a bloged process is very unpredictable. I don’t know what energies may come through for me to share and therefore I ask for people to have an open heart and an open open mind to receive the the full benefits of what I’m offering and generally these.

These portraits will, depending on depending on the tier, if I’m doing a self portrait, sometimes it can take anywhere between two to four weeks. It might take longer if I’m doing an animation. One of these, the last two tiers of the service it’ll, take longer it’ll, probably take at least a month, maybe longer so yeah very, very excited about this. I’Ve done many different portraits for many different clients thus far, and you can view those just by going to the media tab and the digital art section of that.

That’S my entire art galleries there so go moving on to the next service, my musical offerings. So here I am offering music composition and production lessons music theory, lessons, instrumental lessons. Some of the instruments that I play include guitar piano, percussion Hong Drum these sessions are an hour long and they’re $ 60 per lesson. Basically, these lessons are designed to teach you everything that you need to know about music, if you’re someone that wishes to learn something I’m specific about the musical topics, our lessons can focus on that particular topic.

If you’re someone that is newly exploring their musicality, then these lessons will meet you where you’re at and they will follow a curriculum that I’ve designed to give you the most direct path to mastering your musical self-expression. So it doesn’t really matter if you’re, if you’re amused. If you consider yourself a musician, if you’re wanting to learn a new skill, these lessons really will take you from beginning stages to more advanced stages, and they highlight different areas of music, whether you’re wanting to learn about music composition and production, just something that I do Often, whether you’re wanting to learn the theory behind music or you’re wanting to learn a specific instrument, or maybe all of those things, these lessons will absolutely provide that, for you, I’ve been teaching music lessons for years.

Basically, since I was in college – and I love doing them so I I’m excited for people to sign up for that and to start teaching music lessons again. So here is a very awesome thing that I’m offering, if I do say so myself. Basically, this is the ultimate digital media package, so this is for people that are looking for a website and need help sharing their message with the world. This package, this particular package.

It gives you every possible digital media social media asset that you need to launching to. Basically, launch your business into the next level or just just bring that business into fruition. So this comes complete with a custom lis designed website complete with original artwork and assets. Your own logo, I’m going to set up your own YouTube, blog complete with an intro and outro youtube banner, all of that kind of stuff, just other assets that you might want to use for social media platforms such as Instagram and Facebook, and also lessons designed to Actually, teach you how to use these tools so that you can take perhaps what I’ve created and expand upon that and maybe teach that to other people and pass that on.

So this is a really complete package and I’m really passionate about this, because I feel very strongly that by having something like this, we are able to create a powerful platform through which we can share our unique message with the world, and I feel that everyone should Not only have something like this have a website have their own artwork that expresses themselves but also know how to use these tools, because this makes this makes us collectively a more powerful asset to help the world transform through using the this digital world that we have At our disposal, so if you’re someone that doesn’t necessarily want this full ultimate package but you’re someone that just wants lessons to how to use certain different types of software, I give lessons on how to use Adobe Photoshop premiere After Effects Daz Studios, which is a 3d Modeling studio blender, which is a 3d modeling studio Shopify, which is an e-commerce platform.

It’S a platform that I made this site on Squarespace Wix and a lot more you can. You can sign up for lessons and they’re similar just similar to the musical lessons they’re an hour, and there are $ 60 say you’re, someone that also just wants a website design, none of the other kinds of assets, that’s totally cool, there’s a sliding scale price range, Depending on the complexity of the site, I’m also offering custom digital artwork, custom, branding local design, social media assets and article production and editing.

So, as you guys know, I produce and edit all of my articles, the animations, the music articles, the documentaries, the vlogs, the whatever. If you’re someone that is looking to have something filmed for them or edited for them or both, then this would be a service that you might be interested in and once again, if you’re interested in any of the web design or digital media services, just you can Just contact me by using the form here under contact, so here you’ll just see this little cute little form and yeah.

That’S basically the easiest way to get in contact with me or you can just send me a direct email or message through whatever platform you’re reading. This on so yes, that is really the premise of all the things that I wanted to share. You know there’s other little lot of their little things throughout the site that you’ll find as you’re navigating, but those are the main features that I wanted to highlight on the site.

Thank you so much for listening to this article for reading this and for enjoying me sharing my creative process with you and my creative excitements. If you’re interested in supporting me, it would be wonderful just to browse my shop to see. What’S there, maybe there’s there’s a article of clothing that you like. Maybe you like my music, maybe there’s prints that you want or maybe you’re interested in the services.

I encourage you to look at those things and to browse that for yourself and to see what feels good for you. So thank you so much. I hope you have a wonderful day and until next time may the force be with you

Website management packages are important for any business these days. Check out the video from Allshouse Designs to see what can be done for your company and yes, for how much.