Once a month, Utah Business hosts Founder Friday, a free event sponsored by Kiln, BONCO, Comma Copywriters and Kajae that showcases the wisdom of Utah-based founders. In December, Kiln hosted a conversation between Utah Business Editor-in-Chief Melanie Jones and John Pestana, the co-founder of Omniture and ObservePoint. Here are a few takeaways from their conversation.
1. Listen to customers for sustainable growth.
For Pestana, customer centricity is the core of business success. He believes businesses often claim they’re customer-oriented but fail to truly understand their needs. “If you put yourself in that customer’s shoes and feel true empathy for them, you’ll make a better product,” he says.
While building Omniture, the first real-time analytics system, Pestana leveraged data to instantly understand and react to customer behavior. This innovation paved the way for data-driven decisions in the digital space, eventually leading to Adobe’s acquisition of Omniture for nearly $2 billion.
2. Commit to your vision.
Pestana observes that many talented entrepreneurs falter by continuously chasing “shiny objects” rather than committing to a singular vision.
“Unfortunately, I know some incredibly talented entrepreneurs who’ve never had the success they really want because they chased the shiny balls all the time,” Pestana says. He advocates for entrepreneurs to remain steadfast in their core ideas, fostering growth through refinement and resilience.
This holds true even in times of economic downturn. Pestana recalls the first major internet crash of 2000, which forced Omniture leaders to make tough strategic decisions. This crisis compelled them to reassess and refine their focus on core strengths, particularly analytics. “It’s those hard [times] that make your muscles grow,” Pestana says.
3. Delight your customers.
Pestana understands that the onboarding phase is pivotal in shaping a customer’s relationship with a company. At ObservePoint, where he currently serves as co-founder and CEO, Pestana focuses on engaging users quickly and effectively.
He asks, “If I was an entrepreneur and I was trying to think about my product, I’d ask, ‘How do I delight this person five minutes? … Then maybe dig into some deeper things that they need to understand and use.”
4. Wealth does not equal happiness.
What was the first thing Pestana did after the sale of Omniture? He indulged a childhood dream and bought a Lamborghini, he says, a nod to a poster that once adorned his wall. But despite immense financial success, Pestana emphasizes that happiness doesn’t stem from wealth alone.
“I promise you, money doesn’t make you happy,” he says.
Pestana reflects on a poignant moment before being inducted into the Silicon Slopes Hall of Fame in 2022: “I had this moment in the back where I felt just sadness. I was like, ‘Man, I have accomplished everything that everybody here has ever dreamed. I have more money than I know what to do with. I have all the success … but I am a failure.’” Though he’d achieved an exciting professional milestone, Pestana felt he hadn’t achieved his personal goal of nurturing lasting family relationships.
While wealth provides comfort and opportunity, Pestana believes true fulfillment lies in personal relationships and contributing positively to the community.