Slides from my talk at IGDA Victoria

1. Your Developers
Are Your
Customers
IGDA Victoria
October 3rd, 2011
www.designdirectdeliver.com

2. Obligatory “About Me” Slide
• 15 year veteran of the game industry
• 12 years in video games
• Run Design Direct Deliver
• Active in the IGDA since 1999
• Over 30 game credits from Golden
Tee Golf to Mr. Biscuits: The Case of
the Ocean Pearl
www.designdirectdeliver.com

3. What I Do
• Run Design Direct Deliver – a customer
experience consultancy
• Help clients improve customer
experience
• Educate on customer support best
practices
www.designdirectdeliver.com

4. Why I Am Here
To give you the tools to increase
your personal and company’s
customer experiences which is
one of the keys to success.
www.designdirectdeliver.com

5. Who You Are
By a show of hands…
• Someone’s lead or manager
• Someone’s subordinate
• Someone’s coworker
• Someone who interacts with
others
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6. Topics We Will Cover
1. The Basics Of A Good Customer Experience
2. Help Identify Who Your Customers Are
3. Tools To Improve Customer Experience And
Brand Consistency
4. Post-Mortems
5. Third-Party Relationships
6. Your Team
7. Branding
www.designdirectdeliver.com

7. A Good Customer Experience
The 3 Gs
• Get in
• Get what they need
• Get out
…and all of it easily!
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8. Who Your Customers Are
Any person or company you
interact with where you have to
provide a product, service, or
information.
www.designdirectdeliver.com

9. Tools You Can Use
• Take advantage of apps like
Tweetdeck, Evernote, etc. based
on your system to help keep you
organized (lifehacker.com)
• Look at add-ons to fit your style
for your browser/e-mail client
• Go to libbygill.com
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10. Post-Mortems
• You SHOULD be doing them
• If you are doing them, you’re
probably doing them wrong
• Consider doing CSAs
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11. Third-Party Relationships
• Even if you are paying them, still
treat them like your customers
• Ask yourself how you would want
to be treated in this situation
• Ask yourself if you would work
with you, based on how you treat
your third-party vendors
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12. Your Team
Please see previous
aforementioned tips on
third-party relationships. 
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13. Branding
• The 5 Phrase Exercise
• Figure out what your brand is
• Make sure your actions match
your brand
www.designdirectdeliver.com

14. Key Points To Remember
Let me ask you….
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15. Obligatory “Questions” Slide
Questions?
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16. How You Can Reach Me
Email:
sheri@designdirectdeliver.com
Website:
www.designdirectdeliver.com
www.sherirubin.com
www.sheriforigda.org
Twitter:
@SheriRubin
www.designdirectdeliver.com

17. Obligatory Thank You Slide
Thanks!
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