OCT 2013, KEVIN DAVIS

Trip Report

Topics

Culture, Culture, Culture

Jobs to be done

Hiring badasses

Support as a secret weapon

Developers, entrepreneurs and depression (video)

Culture, Culture, Culture “Culture is the OS of business”

Culture exists beyond the team – alumni, no-hire interview candidates

Culture : Recruiting :: Product : Marketing

Be intentional – culture debt incredibly hard to pay down

Don’t build scar tissue by punishing many for the mistakes of a few

Things we can start doing today:

Measure employee happiness. Frequent, lightweight surveys (every 90d @hubspot)

Write down what we care about in a durable fashion

@betsyweber via flickr

Jobs to be done Bob and Chris led my friend Tyler through an exercise, providing insight into his thinking when recently buying a car

There is a well-worn path people take when choosing products(see the following slides borrowed from their talk)

Talk to people about what they’ve done rather than asking them to speculate.

Things we can start doing today:

Think through what jobs people are hiring Yammer to do: which do we want to encourage?

How can Yammer better speak to the struggling moments people are having?

Interview our incoming / outgoing customers – why are they choosing us? why aren’t they?

@betsyweber via flickr

#JTBD Forces Of Progress

Push of the Situation Pull of New Solution

Habit of the Present Anxiety of the New SolutionJan

e D

oe

Two Forces Promote a New Choice

Two Forces Block Change

Attraction of relevant newsProblem solving – Make it better

The tug of historical allegiances Uncertainty surrounding a new choice

ConceptOf New Way

New Behavior

Business as Usual

Struggling Moment

via Bob Moesta, Chris Spiek of The Re-Wired Group

#JTBD Timeline

Satisfaction

Buying

Consuming

Deciding

Event #2

Event #1

Active Looking

Passive Looking

First Thought

Looking Back & Satisfaction

Going In

Or

“Finished”Or Experienced

via Bob Moesta, Chris Spiek of The Re-Wired Group

Hiring badasses Things we can start doing today:

Fill our recruiting funnel

- great job descriptions for specific jobs, clickbait titles

- increase prominence - blogs, events, open source etc.

- recruiting is lead-generation, not sales

Do a better job closing candidates

- get verbal agreement

- role play them getting a counter-offer

@betsyweber via flickr

Disclaimer: Mikey is a friend of mine. A badass friend of mine.

Support is a secret weapon Expectations for product and customer experience are higher than ever

Customers can be a multiplier of our efforts positive or negative. Their interactions with support can make the difference.

Support is part of our product

Things we can start doing today:

Leverage our CSMs – have a formal channel for surfacing issues• They’ll be more effective, knowing they’re having a bigger impact on product• Being closest to the customer, they’re most likely to have the insight that really opens

up new opportunities

Dedicate resources to knocking out customer-found bugs eg. 3x in a week = fix

@betsyweber via flickr

Developers, entrepreneurs and depression

Greg Bauges gave an incredibly powerful talk about mental illness, a very real and important issue in our industry and beyond.

Please take the time to watch this.

@betsyweber via flickr

Video (30min)

Awesome shit to check out Netflix culture code

CultureCode.com // Hubspot culture deck

Lominger cards // what super powers are you hiring for?

Mr. Selfridge // British period piece (surprise) on innovation in department stores..

Predictably irrational // book on consumer + product psychology

Jobs to be done radio // podcast

Product strategy is about saying no // incredible lightning talk by Des Traynor (7min)