Step 1: Ship it.
Step 2: Listen.
Here’s what went wrong with #nlgs18 in the first 24 hours…
- Players couldn’t log in.
- Players couldn’t access the forum.
- Players could only view the first activity.
And most people don’t even know what #nlgs18 is.
The login issue was caused by missing activation emails. An easy fix. The forum access issue was caused by an incorrect, top-level access setting. And the activity issue was caused by an unchecked box forcing strict course progression.
But that last one. Man. That’s a real facepalm moment. Talk about missing the forest for the trees.
I’ve never liked roller coasters, but here we are!
NPS 0 to Hero
For the non-marketers in the audience, NPS is “Net Promoter Score”. Think: “On a scale of 1-10, how likely are you to recommend us to your friends?”
Someone gave us a big fat zero. And within 24 hours was “Mr. Right, MVP”, for my pickiest customer.
That’s customer success success, right there.
Mere hours later, I found myself thinking about Next Level Gearhead Summer 2018—HOLY SHIT—less than two weeks away—and the data I need to collect for scoring this epic, three-month-long, multiplayer game I’ve been fiddling with since 2014.
For the first time in my life, I realize I—personally—could use Salesforce.
I am SO not ready for THAT.