Inside the Eye of the Product Storm: Navigating Pandemic Panic Buying with Tom Shurrock

Product Team Success

On today's episode, we're thrilled to have Tom Shurrock, a crucial figure in Tesco's response to the unprecedented panic buying at the height of the COVID-19 pandemic. Tom brings his unique insights from the frontlines, sharing the strategies, challenges, and victories as a product manager.Tom begins by discussing how they managed the unexpected surge in demand and the strategies Tesco implemented to effectively stagger customer flow, ensuring a safe and efficient shopping environment for everyone.We then delve into the fascinating world of consumer behavior during a crisis. Listen as Tom describes the measures Tesco took to curb panic buying, from adjusting basket size to manipulating promotions. These critical adjustments helped maintain stock stability and kept customer satisfaction high.Tom underscores that during these trying times, Tesco's guiding principle was prioritizing customers' needs over revenue. He offers a behind-the-scenes look at the decision-making process that ensured everyone had access to their necessary groceries.Navigating corporate relationships is an art, and Tom discusses his journey of internal networking within Tesco. He emphasizes the importance of empathy and influence, particularly when you're seeking buy-in within a large corporation.Tom gives us a peek into Tesco's unique corporate culture, including the mandate that everyone from the CTO to the CEO works one shift in a Tesco store each year. This practice encourages a culture of empathy and customer-centric thinking.Feedback is a fundamental part of product development. Tom talks about the need for product managers to use their own products and provides valuable insights based on his experiences.Wrapping up, Tom provides an invaluable piece of advice for aspiring product managers: strive to become a T-shaped manager. He stresses the importance of understanding all divisions well, rather than focusing solely on one vertical.Join hosts Ross Webb and Henry Latham as we navigate the storm of pandemic panic buying with our esteemed guest, Tom Shurrock.You can connect with Tom on LinkedIn here. This is an episode packed with insights you won't want to miss!