Archie Abrams: belief

Transcript context

…Okay, I'm going to not keep falling this path. We can go on and on. While we're in the topic of experiments and what you've done, I'm curious if there's any examples of big wins that your team has shipped that might inspire people as they're thinking about launching experiments. I know there's probably some trade secret stuff you don't want competitors to know, and I know this is particular to Shopify and a platform in eCommerce. But I guess is there anything that would be worth sharing of like, "Here's a huge win that maybe we didn't expect." Going back, there's always a lot of value in thinking through monetary friction as I mentioned. That's always going to be something to export. Trial dynamics, different types of incentives, all of those things are very impactful. I would say on things that are maybe more practical and for everyone, there's an enormous amount, and we do see these with long-term effects. But just the nuts and bolts of sign up, collecting the right information. And you usually want to collect more information than most people think you do in your sign up flow. If you can then leverage that to personalize the guidance. And this is for SaaS product, the guidance that someone can get when they onboard into Shopify. So whether you're coming on, Shopify is a very diverse product, in-person selling, online selling different channels. There's the nuts and bolts of get more information from folks, build trust in there, give them right amount of guidance when they come on in a personalized way. And that may sound like, okay, that's kind of obvious. But the amount of impact by just nailing those flows has never ceased to amaze me and setting up that person for long-term success. So monetary friction. Then just really good onboarding, personalization, a well of opportunities there. I love that onboarding comes up every time I ask anyone where they've seen ongoing success and opportunities, particularly in actually surprisingly driving retention. It's interesting that that's not what you look at, but it turns out that's one of the biggest levers for increasing retention. Interesting that even for a company that doesn't look at retention, that's a big opportunity.…

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