Bridging the Gap Between APIs and Customers
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Bruno Pedro discusses the importance of understanding customer needs in API development, emphasizing that companies must focus on customer experience to survive. He stresses that APIs should be viewed as capabilities rather than merely technical features, advocating for integrations and multiple distribution channels for better engagement. The document also highlights the relationship between customer perception and API functionality.
Bridging the Gap Between APIs and Customers
- 1. http://www.flickr.com/photos/fhmira/5019343521/ 31st May 2013 Bruno Pedro Bridging the Gap between APIs and Customers
- 2. Bruno Pedro Web and Cloud Computing Technologist. CTO of Nubera, the company behind GetApp and CloudWork, editor of APIUX.com. http://brunopedro.com/
- 3. Who are your customers?
- 9. Companies that survive are the ones that are obsessed with customer experience. —Jeff Lawson, CEO twilio
- 10. Your API 1001101001001000 0011010010110100 Your customers features developers applications Traditional API distribution channel
- 11. Customer experience Traditional API distribution channel Functionality Reliability Usability Proficiency Creativity what happens when things don’t work? is it working as you imagined? how customers perceive it? are your customers empowered? can it be used in unexpected ways?
- 12. Your customer experience is controlled by someone else!
- 13. Alternatives? • Customers pay for solutions • APIs work better together • Offer ready-to-use integrations
- 14. Engage your customer: don’t say API, say Capability. —Laura Merling, AT&T
- 19. Integrations • Marketing through traditional channels
- 20. Your API 1001101001001000 0011010010110100 features developers applications integrations self-service catalog Your customers Multiple API distribution channels
- 21. Benefits • Multiple distribution channels • Co-marketing with other app vendors • Overall better customer experience!
- 22. So, who are your customers? How do you reach them?
- 23. http://www.flickr.com/photos/fhmira/5019343521/ 31st May 2013 Bruno Pedro Bridging the Gap between APIs and Customers