Bigcommerce Customer Manifesto
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Bigcommerce Customer Manifesto

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West Stringfellow, our Chief Product Officer, shares the Bigcommerce Customer Manifesto. We have a host of customers: our clients, their shoppers, developers and more. They are the foundation for ...

West Stringfellow, our Chief Product Officer, shares the Bigcommerce Customer Manifesto. We have a host of customers: our clients, their shoppers, developers and more. They are the foundation for everything we do.

West has more than 16 years of experience building, launching and reconfiguring products and developing industry changing strategies for companies including PayPal, Amazon, Visa and RosettaStone.

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Bigcommerce Customer Manifesto Presentation Transcript

  • 1. © 2014 Bigcommerce Pty. Ltd.   Customer Manifesto!
  • 2. © 2014 Bigcommerce Pty. Ltd.   We will start with the customer.  
  • 3. © 2014 Bigcommerce Pty. Ltd.   We have a host of customers: our clients, their shoppers, developers and more.  
  • 4. © 2014 Bigcommerce Pty. Ltd.   They will be the foundation for everything we do.  
  • 5. © 2014 Bigcommerce Pty. Ltd.   We will obsess over our customer.  
  • 6. © 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.  
  • 7. © 2014 Bigcommerce Pty. Ltd.   We will empathize with our customer needs.  
  • 8. © 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.  
  • 9. © 2014 Bigcommerce Pty. Ltd.   We will not discuss or explore ideas that do not originate from demonstrable customer needs.  
  • 10. © 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.  
  • 11. © 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.  
  • 12. © 2014 Bigcommerce Pty. Ltd.   We will start every workday by looking at customer data and then determining:  
  • 13. © 2014 Bigcommerce Pty. Ltd.   “What will I do today to solve a customer pain point or problem?”   1  
  • 14. © 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  
  • 15. © 2014 Bigcommerce Pty. Ltd.   We will not suffer from analysis paralysis.  
  • 16. © 2014 Bigcommerce Pty. Ltd.   We will have small, empowered teams that evaluate the data and make a recommendation.  
  • 17. © 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.  
  • 18. © 2014 Bigcommerce Pty. Ltd.   We will learn from the past and the present.  
  • 19. © 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.  
  • 20. © 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.  
  • 21. © 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.  
  • 22. © 2014 Bigcommerce Pty. Ltd.   We will decrease the cost of product development  
  • 23. © 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.  
  • 24. © 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.  
  • 25. © 2014 Bigcommerce Pty. Ltd.   All new development will be reusable, extensible, scalable and future proof.  
  • 26. © 2014 Bigcommerce Pty. Ltd.   If we follow these principles – our customers will win – and by extension we win.!
  • 27. © 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:  
  • 28. © 2014 Bigcommerce Pty. Ltd. And he's hiring…