Marketing Strategy, Product Thoughts, Uncategorized

New things are easier to sell when they seem familiar

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Marc Fulgar

Imagine you are selling a new drink (perhaps in a new category) and you’re competing against Coca-cola. You’ve invented a nootropic brain drink that helps you stay calm and alert while coding, and it has a pleasant natural fizz to it. It might even be an unusual color like purple. Taste tests from prospective customers have been successful and the effects bear out from your claim – coders love it! Continue reading

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Customer Success, Media Mind, Uncategorized

As a customer, when do you really feel a company is listening?

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Courtesy of http://www.gratisography.com

“Speak into the phone and let me know why you’re calling today.”

“It sounds like you’re calling about tech support.”

“Most problems can be solved in just one phone call by resetting your modem.”

“Press 1 to reset your modem”

“Please wait 30 seconds for your modem to turn off and on again.”

“If you see all of the lights flashing, please try to visit a site on the Internet.”

“Are you able to browse a web site? Press 1 for Yes, and 2 for No.”

If this exchange sounds familiar to you, you might have recently called Comcast. Continue reading

Career, Generous, On Writing, Startup, Uncategorized

When you get a chance to go back to a great team, jump at the opportunity!

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courtesy of https://www.flickr.com/photos/hernanpc  

Have you ever been on a great team?

I mean the kind of team that people and alumni talk about years later. I’m talking about a team that produces results, leads the market, and is the kind of team that spawns other great teams. It’s hard to produce these kinds of results once, so it’s all the more remarkable when the same team produces another high-performing team (and highly correlated to success in the new venture)

In my career, I have been on great teams, and also participated in not-so-great teams.

Here are a few things that great teams do that mediocre teams do not do:

Great Teams Focus Their Efforts

In a startup (or really inside any company) there is always too much to do and almost always not enough time and resources to do it. Great teams build a culture where people focus on the next best thing they can do to improve the company, and make it easy for people to work together to gain results. For example, when you cut a lightly used feature and take the time to improve an existing feature, you are lowering the surface area of your product and helping the whole team to feel better about the quality of your software.

Mediocre teams work on many projects at once and never ship. On these teams, someone always claims credit for doing the work instead of giving kudos to another team member to congratulate them on a job well done. Mediocre teams endlessly add features without taking the time to ask customers whether the existing features meet their needs.

Great Teams Identify and Amplify Team Strengths

On a great team, it’s easy to find specialists. They are busy doing what they do best – not struggling at tasks they do the worst – and producing strong results. Some of the specialists have a specialty of getting other people to make decisions, push themselves to do new things, or to reduce the overall quantity of work to produce higher quality work. Great teams form around individuals who have strengths the whole team can use. These teams ask “how can I help?” to each other rather than saying “I’m too busy – can you ask someone else?”

On a mediocre team, it’s hard to determine what anyone does well, because everyone is meeting with each other in the same meetings. There is no time for work during the work day, because no one comes prepared to discuss items at meetings, and people spend the meeting time multitasking and doing the work they could not complete in their previous meetings. Mediocre teams leach away the strength of their individual specialists by creating an environment where no one knows how to make a decision and where no one feels empowered to ask for that decision.

Great Teams Are Resilient

Having a great team does not isolate you from conflict. Great teams are effective at meeting conflict head-on, discussing the problem, finding a solution, and then moving forward either by “disagreeing and committing” or by genuine consensus. These teams are resilient because during times of trouble team members lean on each other’s strengths and find solutions to seemingly intractable problems.

Mediocre teams fall apart or descend into chaos during stressful situations. There are few things more disappointing than thinking you’re on a great team, encountering a stressful situation, and then realizing your team is rather mediocre. Instead of the support you get from a great team, on a mediocre team it ends up being every person for themselves.

Great teams are hard to find.

I recently joined the team at Kustomer because this is a great team solving a hard problem in an important market – CRM for support customers – and I wanted to be part of that effort. So far, working at Kustomer feels similar to the atmosphere I shared with some of the team members when we worked together at Assistly. We work hard, we play hard, and we are building a business centered on our customers. But what makes a team great?

Great teams sometimes form by themselves and sometimes are made. People know a great team when they experience it. Great teams do not last forever, because culture is hard. When you get the band back together, it doesn’t always work. But when it does, it’s amazing.

Kustomer is a great team. We are crushing it. That doesn’t mean we’re always right – it means we are going after a great market with proven technology expertise, deep domain expertise, and a kick-ass attitude.

Life Hacks, Photography

A Practical Guide to Uploading An External Hard Drive of Photos to iCloud

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photo by flickr.com/photos/lisbokt

 

In The Old Days, We Only Printed the Good Ones

Photos used to be easy to manage in the pre-digital era. You bought some film, took some shots that you hoped would turn out well, and then printed all of the pictures. Or if you were more picky you decided to print only the good ones. It was expensive to print, time-consuming, and difficult to store.

Fast forward to 2017 and things are very different (duh.) Storage is almost free, it’s trivial to store tens of thousands of photos so that you can print them on demand, and relatively easy to store if you have an access device like a phone or a computer. Scrolling through a photo album looks much different than it used to, but also opens up many more opportunities for creativity and organization than ever.

What Happens if You Have A Lot Of Photos?

If you have a lot of photos (let’s call this 10,000+) that you want to load and maintain accessibility using a cloud service of your choice, managing these photos can be challenging. Here’s the Job To Be Done: determine how to synchronize 10+ years of photos made pre-cloud services so that they update with all of the handy-dandy cloud services without breaking the bank and while maintaining the discoverability we like from cloud services.

I’m choosing to optimize in this example for a consumer or pro-sumer set up where the main goal is viewing the image or movie on lots of different devices. I’m also viewing this from an Apple-biased point of view, so a spoiler here is that the recommendation will not end with the option to use Google Photos and Just Forget About it. (Though this is a perfectly fine answer).

What and How Do You Back Up?

There are a few obvious options when considering a backup procedure for your photos (or for your whole computer).

Here they are, in order of “solves everything” to “solves a point solution like photos”:

  • back up the whole computer to a shared location (Carbonite, Crashplan, or similar)
  • create a local backup NAS using RAID and AWS
  • continue with lame local back up to a single hard drive
  • upload photos to a cloud service like Google Photos or iCloud

Option 1: Whole Computer Backup

Backing up the whole computer to a shared location in some cloud somewhere seems like a great option if you have an unlimited symmetrical internet connection. For people with a fiber connection, this one would work great. For those of us with a typical cable modem connection for internet, have you thought about how long it takes to upload data?

If you haven’t thought about it, here’s a handy table from that article:

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Most of us are looking at the 10Mbps link speed and somewhere between 100GB and 1000GB to upload. Once you start talking about hundreds of gigabytes or more of data this might take days (or almost a week) to complete unless you want to take the radical step of using an Amazon Snowball and putting your data in deep storage.

More practical services like Carbonite or Crashplan will still take days to run a full backup.

So what’s a way that you could back up everything yet still keep a copy locally?

Option 2: Network Attached Storage

Being geeky as I am, I love the idea of purchasing new hardware to back up files on the computer seamlessly to a local storage server on the network and then seamlessly upload the files as needed to a cloud service that maximized the savings.

This is a fun idea, but it’s not cheap either. If you were going to set up a home NAS you might investigate a Synology NAS (2 or 4 or 8 bay) which will set you back a minimum of $600-800 including the right number of hard drives for the storage you need. There are other, cheaper solutions available from Western Digital but frankly I’d be worried about uploading to someone else’s cloud not named Apple, Amazon, or Google.

The goal here was not to optimize for local storage but to find a place to upload about 175GB of photos and videos that have accumulated over a decade.

Maybe there is a simple, practical solution – a local USB drive is fast, easy, and cheap (I have a 2TB Western Digital Passport, and that’s good for the Sneakernet at my place).

Option 3: Local Back Up to a Single Drive

This is the least bad option (given that I’m using it today) but it doesn’t protect against the inevitable hard drive failure that will happen at some point. Local back up also doesn’t protect against loss from theft or fire and fails to solve the basic problem of “how can I use these images more effectively instead of looking at them in a file tree once every 6 months?”

As a backup (not the only backup), I think this solution actually works quite well. The primary benefit of being able to put a 2TB drive in your pocket is that you can easily move a large number of files between computers even when you have a relatively fast wireless internet.

So we’ve got a solution for local backup, and haven’t yet landed on the right solution for cloud backup.

Option 4: Upload photos to a cloud service

There are lots of cloud services you might choose to solve this problem, though I lean toward the paid version to gain a little bit of leverage around getting the data out should one of the services go away in the future.

So which one should you choose? The free one (Google Photos), the paid one (Dropbox), or the more expensive and integrated one (Apple iCloud)? Perhaps you like to solve your own problems and would like to buy raw storage using AWS. For this solution I’m optimizing for ease of use and a turnkey system.

Google Photos gives you instant upload and permanent storage, and a decent photo editing and management service. It is also optimized for the Android ecosystem – it works for iOS, but doesn’t show up natively within Apple Products unless you are super clever about how you set things up.

Dropbox offers plenty of storage (1TB for $99/year) but is more of a file synching service than a photo synching service. It is extremely handy for sharing large files and less easy to find that photo you were looking for (the Carousel photo app notwithstanding).

So, Apple has trapped me again into making a choice based on the discoverability of files and lock-in to the ecosystem I use most.

Getting the files to the service takes a little work

You’re not quite done. If you pick iCloud like I did there is some work you need to do first to ensure that you don’t fill up your hard drive.

  1. Open Photos while holding down the option key – this will give you the option to create a new System Photo Library in the place of your choosing.
  2. Make a new System Photo Library on an External Hard Drive
    This gives you the ability to let OSX’s magic “Optimize space setting” expand to whatever amount it needs to without taking up space on your primary hard drive. If you don’t care or have a gigantic hard drive, have at it. But until Apple changes this setting this is the only way to separate your iCloudified photos and videos from your hard drive space.
  3. Next, enable this new Photo Library to use iCloud
  4. If you don’t want to create an ever-growing photo library, deselect photo > settings > general > copy items to the Photos library
  5. Next, select photo > settings > iCloud > optimize mac storage or set to download originals if you’d like to make a backup at the same time. You’ll need to have enough iCloud storage to store your originals (but you knew that anyway).

Now, you’re ready to import photos from your external hard drive.

Use the Import option in Photos (file > import) to import the photos you’d like to add to your iCloud library.

When this is done select the Import New Items option to add these to your Photos Library.

There’s one more thing you’ll need to do – create a smart folder of “referenced” photos – before you can add these external photos to iCloud. Now, use the File > Consolidate… option to add the photos to iCloud.

Great! You are on your way to seeing all of your photos and videos more often. There’s one final thing to consider, which is that iCloud imposes a daily, weekly, and monthly limit on uploading.

Product Thoughts

A Reminder Hack For Daily Metrics

What if you had a conversation with your metrics about how to improve your business? Or more accurately, what if your voice-enabled agent asked you every day how you were doing?

A simple idea with with big implications

You might start with a simple question, like:

Hey Siri, how many widgets did we sell yesterday?

Ok Google, Which Customers Do I Need to Talk To Today?

And you might proceed to a more complicated idea, like:

Help me write a white paper to encourage more people to try my software today who match the “Small Business” segment.

In a few simple questions that you answer about your business you could determine what to do next, understand how things are going, and earn valuable insights you might not have anticipated.

Meh – you say – not possible. Objectives and key results are based on multiple variables that are difficult to correlate effectively. The metrics they are based on do not collect themselves. In addition, how would you isolate the behavior that drives these metrics?

This is a human-centric way of thinking. Because we’re used to the idea that machines are dumb calculators or not yet capable of building models to make the kinds of decisions we make every day, we discount the future that might happen if we create a model for decision-making that we train every day. Continue reading

Product Strategy, Product Thoughts

(Almost) Everything is Now Self-Service

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If you’ve used Facebook for a while, you’ve probably realized that the the promoted ads in the right hand rail are getting more effective. For years I vowed not to click on those ads. And yesterday, I caved, and clicked an ad for Warby Parker glasses. I’ve visited this site before, and have even contemplated using the “Try at home kit” to select a pair of eyeglasses.

This time was different – with prescription in hand and my existing pair of glasses to guide me on sizing, I ordered a new pair of glasses in about 10 minutes. Transaction complete! Only after I finished and I received an email from Warby Parker asking me to take a photo with my computer to calculate a measurement not included in my prescription did I realize how mind-blowing this whole process is today.

In the olden days (pre 2012 or so), you had to go to an optician, get an eye exam, purchase from that optician (or ophthalmologist) and wait several weeks to get your glasses. You could go to Lenscrafters, Costco, or another on-site lab to get faster service, but at a cost of quality. Getting quality eyeglasses with a custom prescription and your choice of frames and colors is now a process you can complete from your smartphone in your house (or maybe even in a coffee shop in the time it takes the barista to make your drink). Let that sink in.

We are now our own service delivery for many transactions that we make. Whether that’s a good thing or not probably depends upon your perspective. For many types of buying this is fantastic – you can shop at 3am! And for other types of buying where in the past you might have needed expert advice you now get the expert advice of … an automated process. I’m not a luddite by any means but think we might be missing something here in the endless desire to control cost and maximize customer choice.

Continue reading

Product Thoughts, Startup

The Minimum Viable Feature

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You’ve been there. A customer asks for a thing they consider to be an easy ask and it’s not in the current product. It might actually be easy or it might be quite hard – you don’t know yet (and you have a sneaking suspicion for one or the other).

You could say “no, not ever”, or “not yet”, or “absolutely – we’ll do it for you” – there are lots of ways to solve the request side of this equation. Those solutions, however, are intimately linked to the way you go about developing your product features.

Committing to building a feature – whether it’s something you intended on building anyway or whether it’s a brand new request that fits into that strategy – requires you to define a Minimum Viable Feature. This description should contain a statement of the problem you’re trying to solve, specifically the Job to Be Done, who the feature serves, and the potential impact created by the feature. Your definition also has to be built in the context of the existing technical capability and business direction of the product.

A Minimum Viable Feature is not just the lowest common denominator of the thing the customer wants you to do and the way you want to do it. It is a carefully considered construction that delivers the job the customer wants to accomplish while laying the groundwork for how similar customers might also want to use that capability in the future. If you put your Future You hat on, you might say that the best feature design helps anticipate and address the future challenges you’ll have while not making people wait until you get there to get 80% of the benefit.

Let’s say you were building an app that let customers tell you about a home improvement problem and you wanted to get as much detail as possible from them so you could accurately estimate the issue. The simplest solution? Ask them to tell you about the scope of the problem, and perhaps take a picture of their leaky sink. The most complicated solution? Take a video of the sink and automatically diagnose the problem. The Minimum Viable Feature version of this might be a highly targeted survey that walks you through the most common problem areas of a specific home improvement area and then instructs you how to take the most helpful video or picture of a specific area to get the maximum input for your effort.

Your version of the Minimum Viable Feature will differ – but the key is to deliver enough functionality and fidelity to the job the customer wants done while building a path to the future of this feature. The more often you do this and the more specific you are about the customer, the benefit, and the way you’ll know if you’ve succeeded or failed, the closer you’ll get to that ideal.