If you put your customers first., an engaged community and enviable culture will keep pace and help a company become a place that your competition will mimic, where talented people want to work and prospective clients flock to.
Over the past 24 months, we’ve watched other companies in our space try and copy our strategy and tactics, we’ve recruited talent from Seattle, Utah, NYC, Cambridge/Boston, homegrown New Hampshire stars and signed on some of the best brands in the world because they wanted to “align” with Dyn. Yes, true story:”align with Dyn.”
How far we’ve come from a WPI dorm room; donation run turned into subscription service, B-to-C that goes B-to-B, hobbyist goes big time pro. It didn’t happen overnight, but it has happened…not because we’re in the same VC portfolio or because we have Internet celeb founders or because we’re connected in Silicon Valley or Manhattan or because we are the industry whale (“You don’t get fired for choosing IBM.”).
It’s happened because we care and work damn hard to deliver on every promise we make.
Really, it’s all just based on a simple premise: Dyn has a diehard engaged community of users, is a great place to work that gives employees unlimited rope, offers a legit work hard, play hard culture and has the best customers you could imagine to support, network and develop relationships with. To simplify and outline some of the game plan, here are three keys for each of our community, culture, and customers approach.
Three keys to building an engaged community
1) Let it happen naturally and organically. It takes time. Be patient.
2) If you engage them first and continuously, users will be responsive and then reach out to others on your behalf. They’ll do much of your job for you.
3) Don’t rely on one channel and give users/clients several arenas to engage and spread the gospel.
Three keys to an enviable culture
1) Culture needs to build and evolve from the bottom up. It simply needs to be enabled and supported from the top. Be entirely transparent.
2) Incentives, motivate, empower. Autonomy is king.
3) Don’t say no, EVER, to an employee with an idea. There is good in every idea. It might just need some help.
Three keys to loyal customers
1) Be like surgeons (always on call) and willing to do whatever it takes for your clients. It’s all about access and putting the customer first.
2) Be honest, passionate and persistent. Build real relationships.
3) Ask for support and advocacy. Make sure clients know how important they and their referrals are to you.
We’re always paying attention and learning from other businesses and their approaches. Clients like Freshbooks, Netflix, Hubspot, Zappos and 37signals are known for how they operate. Who else are you seeing doing great things?
Kyle York is Dyn’s Chief Strategy Officer and has been a long-time executive, having joined in 2008. Over the years, he has held go-to-market leadership roles in worldwide sales, marketing, and services. In his role as CSO, Kyle focuses on overall corporate strategy, including: positioning and evangelism, new market entry, strategic alliances and partnerships, M&A, and business development. Outside of Dyn, Kyle is an angel investor, entrepreneur, and advisor in several startups. Follow Kyle on Twitter: @kyork20 and @Dyn.