Customer Discovery

Echoes

The echo of an idea is always fading.

How can we extend ideation long enough to activate early moves, blow through barriers, and maintain lasting enrollment? This is clearly a loaded question. Much goes into enabling ideas into reality and the rate of an idea’s degradation depends on a million factors, but let’s sip on the artistry of pushing without being pushy.

As seen in the Ideation and Research chapters of YDNTB, personal reflection is the easiest way to think through the various angles that might make an idea interesting. This private contemplation doesn’t require much skill and we don’t get stuck trying to earn the attention of others. Unfortunately, the ease of your own activity is matched by the hardships that await those who don’t let ideas breathe. This is why stealth mode is precarious and ongoing customer discovery is key.

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Will you spend time or money?

When we share a new idea with someone else, the situation becomes complex. This is the moment we put our idea on a hook. It’s when we push past fear and invite doubt. Connecting dots within such complexity is difficult, takes time, and is never straightforward. Research helps to build confidence and adds clarity to how opportunities are articulated. While this preparation helps guide others through layers of understanding faster, a blend between patience and urgency is required to align interest.

This makes blunt repetition tempting, but ineffective. Whether it’s potential co-founders, mentors, early adopters, or investors, more of the same (without execution) can chase away interest. To avoid potential fading too fast, find different ways to motivate movement.

For a fun visualization, let’s imagine a small pond. If one pebble drops in, the lonely ripple would be obvious, but also fades fast. While it made a splash, it’s soon forgotten. Now, imagine many pebbles being thrown in different ways, all around the pond, and over time. The pond is now alive! The echo of each pebble is magnified and the abundance of rippled collisions leave a more lasting impact.

Like this pond full of pebbles, we can nudge progress long enough to activate action by adding variety into how we introduce and continue to explore an idea. Conversation in different environments, creative analogies, inquisitive questioning, active listening, talking about anything else, releasing reluctance, or getting more people involved are all ways you can keep building without seeming frantic, repetitive, or desperate. This intentional diversity allows different echos of one idea to each feel different, and yet, all bounce in the same direction.

By Ben McDougal, ago

Captive

Air travel is an elevated time to shake and move above the clouds. Elevation makes us all feel successful, so hammering on some work or catching up on a good read/listen/watch feels great, but a nap is just as nice.

Think back to the last time you warped time by catching a mid-flight nap. Suddenly, a flight attendant shatters your peaceful slumber—not to share a friendly update for passengers but to rattle off a forced sales pitch for their branded credit card. Ouch.

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Attention is hard to earn.
If you have it, don’t waste it.

Now, imagine an alternate scenario. Instead of unwanted interruption followed by an impersonal script that makes us feel like prisoners instead of appreciated customers, what if the same offer felt more like a special little gift?

How might it feel to hear that you have been selected to receive a free beverage or tasty snack, paired with that same credit card application as a convenient napkin? This tasty presentation would naturally snag the attention of nearby passengers. As word of mouth amplifies interest, similar offers could be made for those willing to complete the silly credit card application. Engage or don’t, but this quiet surprise feels less forced and can become more of a complimenting gesture to show customer appreciation.

That’s just a thought exercise, but we’ve all sat in situations where we were part of a captive audience. There is a fine line and a big difference between adding or detracting from an experience after interest is sparked or sales are made.

How do we treat our existing customers? Do they get attention only when there are issues or you have more to sell? How might we inspire more lasting joy by slowing down, setting efficiency aside, even letting go in a way? Instead of being careless with earned attention, consider unexpected ways to delight customers, which will remind them why they chose you in the first place. Giveaways, handwritten notes, or any gesture that shows you care will retain better customers.

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“Once you wow an audience, the same trick may not work anymore.” -Seth Godin, Free Prize Inside

How we treat existing customers sets the scene and determines the realities of attention retention. When customers feel thoughtfulness, they will stick around because they care as much as you do. This translates into customer retention because true fans take pride in staying connected. They have more patience when issues arise and get excited to share your charming work with others.

By Ben McDougal, ago

Wireframing

After a holiday season full of creative conversations with family and friends, the New Year inspires an openness to what’s next. This leads many to consider building something new. To kickoff 2023, go beyond only being the idea machine. Let’s start building now.

We’ll begin with a common scenario – there’s a cool concept and maybe some industry insight, but the idea requires technology and you lack an ability to code. This often makes first-time founders feel like there’s nothing they can do without paying for development or immediately recruiting co-founders to help build the product. This locks the idea in limbo, when in fact, there are many methods to make purposeful progress without writing a line of code.

One easy way to start is to visualize the idea through a process called wireframing. Wireframing is an entrepreneurial exercise that only requires a pencil, paper, and time. This activity is thought-provoking and allows anyone to conceptualize the structure and flow of their idea. It helps identify each type of user and the user experience (“UX”) with no tech required.

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This twitterstorm connected 78+ tweets and highlights all of my weekly writings from 2022. I work toward this all year, so I hope you’ll enjoy clicking into each satisfying rabbit hole. Please be sure to RT and LIKE your favorites to connect with others as well!

Ready for action? Excellent! Use a wireframing template to draw everything on screens of the device(s) your product will be used on. For example, if it’s a mobile app, find a wireframing template that includes blank smartphone screens and space for notes (example) to describe each state and how everything connects within the user interface (“UI”). Wireframing is mostly used to outline technology-based products, but some thoughtful sketching helps jump start physical products as well. If you’re thinking about a physical product, test your drawing skills by highlighting how different elements collectively come together to form the final embodiment.

Along with clarifying concepts for yourself, coordinated wireframing makes it easier for others to follow how everything fits together. The time spent here will save you money if you outsource development, as a solid roadmap helps lone wolves avoid costly detours. Wireframing helps you hire a team that can build what you want without pushing the idea into a more ordinary direction that works best for them. If you decide to seek co-founders who can effectively help build ideas into reality, (which would be my recommendation, but will take more time), wireframing is one more way to show you’re serious.

As you plug into the startup community, which is critical, this wireframing activity helps support the early versions of a pitch that tells a more impactful story as you breathe fresh air into the idea with feedback from others. While product design and the business to support it will need to evolve, earnest wireframing will help idea machines avoid melting momentum.

By Ben McDougal, ago

Melting Momentum

Once something melts, it’s never quite the same.

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Inspiration is perishable.

From the moment we decide to start building an idea into reality, the force required is geared toward finding and then maintaining momentum.

Meaningful momentum is awakened in endless ways. Early momentum might mean showing up at an event for the first time, researching the competitive landscape, testing an early hypothesis, leaning into customer discovery, recruiting potential co-founders, building product, and eventually activating a launch sequence. Once a project is launched, the need for momentum never fades. If anything, it only becomes more important. There are many more examples, but growing the business, achieving milestones, and celebrating progress are all forms of valuable momentum. Even in later stages of a company, momentum drives activities like succession planning, navigating a successful exit, and considering how your human, financial, cultural, intellectual, and network capital can be recycled back into the entrepreneurial ecosystem.

No matter where you’re at in your own journey, if momentum is maintained long enough, the result can be a flywheel effect that feeds on itself. Anything you want to grow will always require endless work, but with less friction, momentum delivers more time, understandings, and space for different activities emerge.

On the flip side, if momentum is melting, it’s difficult to recapture. These are moments to consider when and what to quit. If there’s enough energy to keep writing the story, it’s neat how there’s always the option to keep building. A few sparks that can help regain momentum come to mind. For instance, (re)connecting with the startup community, learning something new, saying “yes” to unlock adventure, saying “no” to create space, travel, revisiting customer discovery, building a new feature, considering a pivot, onboarding new customers, and adding to the team.

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Need help regaining momentum?

The longer stagnancy lingers, the harder it will be to realign momentum. Tactics to maintain a creative state of kamiwaza, even when momentum is melting, starts with communication. Keeping honest communication consistent adds clarity and is the easiest way to appreciate the realities of slowness. Reducing the weird by exposing the why, also keeps different stakeholders on the same page, even during more lethargic times. By reducing the tension that quietly brews in silence, teams may be able to run at lower speeds. If left unattended, this can devolve into a lack of urgency that brings new challenges, but at a lower speed, perhaps less movement is needed to regain/retain the sense of shared momentum.

When we play long-term games with long-term people, momentum is crucial, but set your own pace by exploring the type of momentum you need at different stages within the work. This awareness helps you quit chasing momentum and sets us free to forge better art, at a sustainable speed. This helps us multiply mass and velocity, which equates to momentum when, where, and how it’s needed to keep building.

By Ben McDougal, ago

Accelerators

Accelerators are incubators on steroids.

These programs recruit scalable companies that have shown early promise. They coordinate dramatic transformation within a compact timeline.They are like early-stage investment firms, as they provide seed funding in exchange for equity. Accelerators hedge bets by connecting entrepreneurs to resources, mentors, customers, investors, and community allies.

The rise of the accelerator model is interesting. Accelerators help entrepreneurs build stronger companies, but they need money to function. How do they support the financial investments in each company? What about staff salaries, community events, and all the resources they provide? There’s usually an initial fund raised to start these programs. Some accelerators also have financial infusions from sponsoring organizations. With this financial foundation in place, accelerators then depend on the performance of the companies in their portfolio. When a portfolio company is acquired or exits, the accelerator’s equity converts to cash or ownership options in more successful businesses.

As an accelerator’s portfolio performs, its reach widens and the program prospers. This motivates program directors to pick the right companies. It also gives founders the confidence that the experience is built for them to succeed. These complementary relationships are how accelerators make a lasting impact in less time.

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Incubators vs. Accelerators vs. Venture Studios vs. Coworking

For entrepreneurs, so much potential makes it easy to fall in love with the idea of being an accelerator-backed company. As business owners consider applying to accelerators, it’s important to understand the terms. When startup accelerators first started in 2005, they were industry agnostic. As this collaboration-based investment strategy has evolved, industry-specific accelerators have also emerged. This means there are more accelerators than ever and not all of them will be the right fit. The educational, networked, and cultural experiences matter. Entrepreneurs must vet accelerators like they would other equity investors. Do terms of the accelerator align with the long-term goals of your company? Will the implied results outweigh an intense time commitment? Even if it’s temporary, will the team be required to relocate? How deep is the network of fellow founders who have worked through the accelerator? Do portfolio companies stay connected? If so, how does that connected landscape support your work beyond the program?

The accelerator experience can be life changing for a startup. Based on a deep understanding of each company, these action-packed programs #GiveFirst and help build on what’s working. They also quickly identify areas for improvement. This empathetic support combined with a shared mission to grow allows accelerators and their portfolio companies to be more successful as everyone collectively builds to go big.

By Ben McDougal, ago