I certainly made a mistake here I think. I normally try to avoid mentioning what my startup is or use examples so that it comes across as something people can relate to their own situation, and also so that it doesn't seem self-promotional, since that definitely isn't the intention. Reading back through I can see how it was not clear. I've added the actual "point of view" I'm adopting in my current startup as an example in the second paragraph of the "What does it mean to have a point of view?" section. Thanks for pointing this out, I hope it is a lot clearer now!
Confused: are they talking product design, or customer service, or financial responsibility? They don't seem to appreciate that these things are different.
I think the point he is trying to make is that, having a point of view that runs through your company, helps influence and define the positions that you take, when you are dealing with the questions you mentioned.
Everything starts to revolve around your companies point of view instead of around what you think most people want. I think he makes a great point, and relates directly to this awesome talk by simon sineck http://bit.ly/eLt15m.
People develop personal relationships with a point of view, thus helping you develop a brand not just a product. And not only a brand but one that stands for something and has values.
I think this is the most important thing you should be thinking about when approaching product design, customer service and financial responsibility.
Although I'm not one hundred percent certain what you mean by financial responsibility. I'm assuming your referring to corporate social responsibility, I'm not so sure that this has much place in a startup.
Mission statements are usually all corporate-speak and written in passive voice. They are generally pretty useless.
Expressing the mission you're on is more expressive and active. It's also easier for customers to get behind, and for the company to internalize.