Apr 25 2018

Glowforge Launches, With a Focus On Their Customers

While I was in Seattle last week, I had a chance to stop by the Glowforge office and talk to the team during one of their biggest weeks since their historic 30-day crowdfunding campaign. An electric energy buzzed in the air along with the familiar low hum of anticipation in advance of a big product launch. Glowforge was about to launch their 3D laser printers to the world – their entire product line – for delivery in 10 days.

Foundry led a $9 million and then $20 million financing in Glowforge, the Seattle-based 3D laser printer, as it grew from just an idea to shipping a beloved product to their customers. Along the way, they’ve faced some unique challenges, not least of which was creating an entirely new product category.

Laser cutting/engraving technology has existed for many years, but it is not at all the sleek, superpowered item you envision. Instead, it has historically been an industrial, expensive, and hard-to-use piece of factory machinery. We invested in Glowforge because we were excited by what they envisioned – a way to harness the power of lasers that could be used right at home.

The feedback around what they were doing was incredible. It doesn’t hurt that lasers are super cool, but people also really, really loved the idea. Now, Glowforge reaches yet another milestone as their produce is moving out of pre-order and into commercial sale.

During my visit last week, one of the questions Dan Shapiro, CEO and co-founder, asked me to address to the team was, “What makes Glowforge stand out from other companies?”

I’ve seen many cultures at companies, but the thing that stands out about Glowforge is their constant and relentless focus on their customer.

Every Friday, their office gets together for an all-hands meeting where Dan updates everyone on everything from financials, product, and shipping status to sharing the latest projects customers are making with their Glowforge. I get a copy of the presentation by email, so I can keep current on what’s happening with examples like this

and this

and this

I regularly share this presentation with my partners at Foundry, especially the projects. It’s a perfect example of customer-centric thinking: Did we make something that people actually want to use? How are people using it? And how can we make it better?

Over the course of the last three years Glowforge returned to this last question, “And how can we make it better” again and again. They refused to ship a product that didn’t meet their standards, even if it meant making customers wait longer than they planned. When the product was only good instead of great, they chose to invest more to make the product they had promised awesome.

That’s the kind of culture that produces amazing products – one that focuses every product, every meeting, and every decision around their customers. I’m excited to see where Glowforge’s focus on customers will take them next.

And if you’d like to see the results of all this so far – my referral code is good for a $500 discount off the Glowforge Pro, $250 off the Glowforge Plus, and $100 off the Glowforge basic.


Also published on Medium.