innovation collision 2015
DOUGLAS
HANNA
Douglas Hanna is the founder and CEO of Help.com, a next generation provider of customer service software. Before Help.com, he was the CEO of A Small Orange, the homegrown hosting company. A Small Orange, which Douglas joined in 2010, was acquired by Endurance International Group (NASDAQ: EIGI) in 2012 and Douglas continued running the company as the SVP and Brand CEO, A Small Orange at Endurance for nearly two years following the acquisition. Under his leadership, A Small Orange grew from 9 to 90 employees and revenue increased by more than 1200%. Before that, Douglas ran customer service strategy and operations at HostGator, one of the world’s largest web hosting companies. He also founded Service Untitled, a leading blog on customer service and the customer service experience and has done customer service consulting for companies such as Dell. Douglas earned a bachelor’s degree in
sociology from Duke University.
SESSION: Customer Service: Your #1 Innovation Source
It's obvious that your customers can be a huge source of innovation, but tapping their ideas at scale is a challenge. In this interactive session, Douglas Hanna, the founder and CEO of Help.com, will walk
attendees through how to tap into customer service data (both qualitative and quantitive) to gather ideas for potential innovations at all levels. He'll discuss what metrics to look at, what questions
to ask on surveys and when, and how to mine your contact data for ideas.