Pragmatism in Practice
How to become a truly customer-centric organization
Jan 29, 2024
Head of Product, Sue Anderson, discusses how Trade Me keeps customers at the heart of product delivery. They explore the importance of spending time in the problem space, cross-functional challenges, and building a story with senior leadership. Focusing on customer problems has motivated TradeMe teams to release products quickly and foster a customer-centric mindset.
19:53
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Quick takeaways
- Trade Me's customer-centric ethos aims to win customers' hearts and differentiate from competitors by embracing love and compassion as their indigenous values.
- Trade Me improved their product practice by adopting a more unified approach, focusing on customer segmentation, learning-focused experimentation, cross-functional collaboration, and considering non-technical solutions through marketing and sales.
Deep dives
Customer Centric Ethos and Value Proposition of Trade Me
Trade Me is New Zealand's largest online marketplace and classifieds website, connecting millions of buyers and sellers across various verticals. Their customer-centric ethos, rooted in their indigenous values of love and compassion, aims to win customers' hearts and differentiate themselves from competitors. With over 7 million items available for browsing, Trade Me offers a wide range of products and services, including cars, properties, jobs, and clothing.
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