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:  

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

1  

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“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  

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We will not suffer from analysis paralysis.  

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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.  

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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  

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…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:  

© 2014 Bigcommerce Pty. Ltd.

And he's hiring…