bigcommerce customer manifesto

© 2014 Bigcommerce Pty. Ltd.

Customer Manifesto!


We will start with the customer.


We have a host of customers: our clients, their shoppers, developers and more.


They will be the foundation for everything we do.


We will obsess over our customer.


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.


We will empathize with our customer needs.


If we are not dreaming about our customers and having visceral,

teeth-gnashing reactions to bad customer experiences then

we are doing something wrong.


We will not discuss or explore ideas that do not originate from demonstrable customer needs.


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.


We will define the metrics that matter to the customer, understand and

distribute relevant customer data and make all decisions based on customer

data.


We will start every workday by looking at customer data and

then determining:


“What will I do today to solve a customer pain point or problem?”

1


“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


We will not suffer from analysis paralysis.


We will have small, empowered teams that evaluate the data and make a

recommendation.


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.


We will learn from the past and the present.


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.


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.


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.


We will decrease the cost of product development


…to allow us to do more with less so that we can cater to more customers

tomorrow than we can today.


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.


All new development will be reusable, extensible, scalable

and future proof.


If we follow these principles – our customers will win – and by extension we win.!


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:


And he's hiring…

http://www.bigcommerce.com/careers

bigcommerce customer manifesto

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