Bigcommerce Customer Manifesto
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Transcript of Bigcommerce Customer Manifesto
© 2014 Bigcommerce Pty. Ltd.
Customer Manifesto!
© 2014 Bigcommerce Pty. Ltd.
We will start with the customer.
© 2014 Bigcommerce Pty. Ltd.
We have a host of customers: our clients, their shoppers, developers and more.
© 2014 Bigcommerce Pty. Ltd.
They will be the foundation for everything we do.
© 2014 Bigcommerce Pty. Ltd.
We will obsess over our customer.
© 2014 Bigcommerce Pty. Ltd.
We will obsess over their needs and articulate solutions that
solve their specific problem. When we innovate – we will do it through the lens of the customer.
© 2014 Bigcommerce Pty. Ltd.
We will empathize with our customer needs.
© 2014 Bigcommerce Pty. Ltd.
If we are not dreaming about our customers and having visceral,
teeth-gnashing reactions to bad customer experiences then
we are doing something wrong.
© 2014 Bigcommerce Pty. Ltd.
We will not discuss or explore ideas that do not originate from demonstrable customer needs.
© 2014 Bigcommerce Pty. Ltd.
Every minute of every day will be focused purely on solving for clearly defined customer needs. If it’s not a
defined customer need – stop working on it and start learning about our
customers.
© 2014 Bigcommerce Pty. Ltd.
We will define the metrics that matter to the customer, understand and
distribute relevant customer data and make all decisions based on customer
data.
© 2014 Bigcommerce Pty. Ltd.
We will start every workday by looking at customer data and
then determining:
© 2014 Bigcommerce Pty. Ltd.
“What will I do today to solve a customer pain point or problem?”
1
© 2014 Bigcommerce Pty. Ltd.
“What will I do today to create a ‘brain-spray of awesome’ for our users’ 1st, 50th and 1,000,000th engagement with our product?”
2
© 2014 Bigcommerce Pty. Ltd.
We will not suffer from analysis paralysis.
© 2014 Bigcommerce Pty. Ltd.
We will have small, empowered teams that evaluate the data and make a
recommendation.
© 2014 Bigcommerce Pty. Ltd.
If we do not have perfect data – we will proceed with the best data available
and flag the requirement as something needing testing and
validation in market.
© 2014 Bigcommerce Pty. Ltd.
We will learn from the past and the present.
© 2014 Bigcommerce Pty. Ltd.
Many mistakes – made by us or other companies – are repeated. Likewise many opportunities are ignored because we didn’t know there was a significant opportunity – despite there being
irrefutable market evidence.
We will break this cycle.
© 2014 Bigcommerce Pty. Ltd.
There is a treasure trove of publicly available and easily accessible data from which we all can learn
about the efficacy of past decisions and existing companies and products:
are the ones that I use.
© 2014 Bigcommerce Pty. Ltd.
Block time in your day – at least 30 minutes a day – to learn from these sources.
At first this may slow you down – but over time you will move with greater confidence and
alignment with market needs and realities.
© 2014 Bigcommerce Pty. Ltd.
We will decrease the cost of product development
© 2014 Bigcommerce Pty. Ltd.
…to allow us to do more with less so that we can cater to more customers
tomorrow than we can today.
© 2014 Bigcommerce Pty. Ltd.
We will move towards a technical and operational model that allows for
greater efficiency and efficacy to enable us to do more with our capital,
talent and technology.
© 2014 Bigcommerce Pty. Ltd.
All new development will be reusable, extensible, scalable
and future proof.
© 2014 Bigcommerce Pty. Ltd.
If we follow these principles – our customers will win – and by extension we win.!
© 2014 Bigcommerce Pty. Ltd.
West Stringfellow, Chief Product Officer @Bigcommerce, has more than 16 years of
experience building, launching and reconfiguring products and developing industry changing
strategies for companies including: