[STEP BY STEP] What Does “Seamless” Mean in my eCommerce Operations?

This season on Step by Step, we are asking what does “seamless” mean to my eCommerce business and how do I demystify that in a way that helps me select the right solutions and softwares that make a seamless experience come to life? To start this season off, we welcome the CEO of Whisker, Jacob Zuppke, to share about his incredible amount of experience in building a technology company that today is omnichannel, selling in retailers, selling via an app, and making your life a better place by making your pets' lives better. Listen now!

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In this episode:

• {0:07:19} - “As you grow up from a company from small to big pretty quickly, I think you end up making a lot of decisions because you don't have a person for everything. We've evolved, but not drastically. I still want my department leaders selecting software. I don't want a central IT hub making those decisions on behalf of each department because I think that's a siloed approach that doesn't get each user what they want. ” - Jacob
• {0:12:39} - “Having different perspectives is probably the most important thing. Somebody that represents different areas of the business and what their needs may or may not be at a later time. And then thinking through, can we get at least two years out of that?” - Jacob
• {0:24:39 } - “Software decisions drive our hiring decisions. Moving from Google Cloud, when we were on it with Firebase and its suite of products, to AWS in 2017 or 18, has driven thee entirety of our decision-making process since then.” - Jacob
• {0:32:05} - “You're working in a software every day. You're training your entire people around how to use it. If those people aren't part of the decision-making and then also future planning around what is next and how you intend to get there and at least being mindful of that, I think that you're making a decision in a vacuum, and I don't think that that's going to benefit any organization.” - Jacob
• {0:32:36} - “You have to grow up at some point and big kid software makes you make decisions. You have to grow up and having juvenile platforms that make a bunch of decisions for you has its strengths. But it also may limit your ability to make decisions and grow an org and have informed decisions and perspectives from people who have had to solve a number of challenges, not just the software part.” - Phillip
• {0:37:08} - “When you're oftentimes changing those decisions frequently you lose the trust in a team. Going back a few years, I think we were pivoting too frequently. And I think now that we've got a better way of approaching software decisions, we're making less frequent decisions that are more sound and more aligned with where the business is going for the next couple of years.” - Jaob

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Associated Links:

• Learn more about Jacob Zuppke and Whisker.
• Listen to more Step by Step episodes.
• Have you checked out our YouTube channel yet?
• Get your copy of Archetypes, our recently published 240-page journal! Check it out at ArchetypesJournal.com
• Subscribe to Insiders and The Senses to read more of what we are witnessing in the commerce world!
• Listen to our other episodes of Future Commerce

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