presents
Build Better Products Faster: The Playbook for Customer-Driven Development
CHRISTOPHER O’DONNELL @Markitecht
Christopher O’DonnellChristopher O'Donnell is VP of Sales Products GM of Signals at HubSpot. Christopher joined HubSpot as a part of the Performable acquisition in June of 2011. Prior to joining Performable, in Fall of 2010, Christopher managed a team of designers and product managers serving the largest customers in the world: our nation's various military and intelligence organizations. In parallel, he started and drove a content-driven social media marketing effort that today boasts over a million readers. Prior to working in online marketing and product development, Christopher operated a music production business, where he put his B.A. in Music from Brown University to good use.
Better Products, Faster
The Playbook for Customer-Driven Development !Christopher O’Donnell, VP of Sales Products - GM, Signals // HubSpot
The only people who call their customers users are drug dealers and product managers
You
Products are for people
Let’s start with what you expect out of a product experience. !!
emily and pandora
!WHY IS IT MAKING ME LOG IN EVERY TIME I USE THE APP?!?
!“I don’t even know where I would complain or let them know.” - emily
roaches
The thing about bugs is … where there is one report there are thousands of the same that you don’t see.
Instant response
You expect it. !Your customers expect it. !It’s an opportunity: 1) to learn and improve the product in real time 2) to WOW people and get free marketing
Instant response
The “Typo Test”
How long does it take your team to fix a typo in your product? ! This simple test is a terrific way to evaluate your process and tooling !!!!
Your answer should be “under five minutes”
Instant response
The Unfair Advantage
Housecleaners vs. Exterminators * Support reps are amazing and wonderful and resourceful BUT they can’t resolve issues * Developers get a ticket twice and they resolve the issue for good. * Fewer tickets, and better product
progress
ideas
pain
Consistent Progress
Establish a monthly cadence !* Address biggest complaint every month !* Address biggest customer request each month !* Ship two/three exciting, demoable features - live for customers
Consistent Progress
Bring it to the world !* Company-wide demo (5 mins) !* Internal product announcement and PR !* Customer announcement - aligned with product messaging: clear before/after shown - segmented email send (yey gifs!)
!!“Who are you building for?” !“Is this for me?” !“Am I your target customer?”
Fulfill the promise
!It takes years. !Stay on your grind.
Exercises
Summary
!Respond instantly to feedback and issues. !Consistently show progress, reward loyalty. !Aim high with your promise, work to realize it.
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