A Company's (First) Tipping Point

I like to think of the first sale as being the first major tipping point for a startup. It is the hardest sale to make, since little is known about the product's efficacy or the company's stability in the marketplace. This is a classic lemon problem, where information asymmetry between the seller and the market result in a breakdown of trust and propensity to buy at fair price. Overcoming this inertia is extremely difficult but there are very clever ways to overcome this by creating strong positive signals in the marketplace. The following (true) story, shared by Dr. Macmillan at Wharton, is a great example of this:

A salesman came to pitch an industrial plant manager on an innovative new water filter. The filter was twice as expensive as the next best alternative but lasted 5 times longer with the same efficacy. The investment would have justified itself but he did not make the purchase, because he had to somehow justify why his expenses had risen in the quarter to the company before any ROI from the purchase was evident. Having gotten this response, the salesman went to one of Proctor and Gamble's factories and gave the filter away for free. In doing so, he created an invoice and had it signed on delivery by the company. He then went back to the manager and showed a signed delivery slip (not showing that it was actually given for free). The fact that a major multinational had implemented the technology was all the manager needed to justify the expense to his bosses so he purchased the new filter product.

This is just one great example of how one can leverage the trusted/positive image of a client and create a strong signal in the marketplace that inspires confidence in the company and product. The key here was that the manager thought that P&G had puts its trust in the product by purchasing it, signaling to him that it was indeed a good investment (whether this is withholding or clever positioning may be debatable, but the signaling effect is clear). Over the years, I have seen both good and bad signaling strategies.

Good ways to signal the market:

• Get a customer with a strong reputation in the marketplace. If you work with a company that is known to have very high standards in their business relationships, you will benefit from this. This could also be the case with an adviser or investor who has a strong reputation.
  
• Set up free trial periods. This will signal your confidence in your product by shifting the risk to you, while still not making the client's purchase totally 'free'.
• Make use of great PR. There seems to be a positive signaling effect in peoples' minds from reading about a product in a reputable source (ie: "as seen in the NY Times").
• Collect data. Lots and lots of data. Try to get the study conducted/verified by an independent source. Show where the product works best and where it is least effective (this will show you are transparent and not only showing the positive data).
  

Bad ways to signal the market:

• Sign up early customers for free. While this can be great for collecting data, it does not say much about whether the counter party actually sees the value of your business. Anybody will try something if it's free. When you pitch the next company, it really does not send any valuable signal.
  
• Working to get 'the wrong' early customers who do not help you 'signal' your product's value to your target customer base. For example, if your target is a Tier 1 company do not waste too much time going after Tier 3 companies. This may in fact create a negative signal (ie: Tier 3 companies use this product).
  

These are just a few examples that come to mind from my last startup. Obviously there are cases where these rules will not apply but in general I think this is a decent framework.

Under the Googview Hood

I recently made an update to Googview, my first web project. The new functionality automatically updates the Googview background to current Bing search backgrounds from around the globe. This exposed me to a few new web technologies that I thought I would share here.

Search Functionality:

• Made using Google Custom Search Engine. This tools has a wizard that makes it very simple to create custom Google search tools.

Bing Images:

• Images are taken from Bing's global sites and put into an RSS feed by Long Zheng at istartedsomething.com
• This feed goes into Yahoo Pipes and is modified to make the media asset URL the 'title' of each item.
• A simple PHP script on the Googview page runs on load, takes in the Yahoo Pipes feed using MagpieRSS, parses the media asset url and writes it down to the page as HTML.
  

The Power of Instant Gratification

Today I was thinking about what it was in the fundamental design of web apps like Twitter, Facebook and Zynga that made them so successful in acquiring and keeping users (causing enormous changes in online behavior).

I was reminded of an analysis that I did for a large social gaming company as part of their recruiting process. They asked me to play one of their Maffia games and determine what features were driving 'virality'. At first, I had absolutely no idea how the game had become so popular. The GUI was limited to having a user click a handful of buttons that would instantly give them points and 'virtual goods'. There was no story-line, no mental challenge, no advanced visualization; just an instant reward for performing a simple action (for example, to rob a store, one would just click 'Commit Robery', and instantly see an increase in wealth points without any chance of failure). It was the equivalent of flipping a series of light switches on and off and getting some psychological reward for it. "Strange" I thought...

After playing for an hour however, I was rather surprised. I had progressed quite far in the game and started to enjoy it. I'd built a mini 'empire' and had no idea how I'd gotten there. Each click had given me some slight enjoyment and they had magically added up to an hour of gameplay. Furthermore the game kept kicking me off every time I made progress so I never got to the point where I was bored of it.

Instant Gratification (aka the Bon Bon Theory)
My theory on what has made web apps is that they deliver instant gratification in limited doses. In the game described above, I felt instant utility through building my collection of virtual goods. The game design allowed me to instantly enjoy small doses of pleasure, while forcing me to come back later for more. In the case of twitter and Facebook, we are gratified by the emotional value of seeing a constant stream of information from those we value most. Once again, this utility is enjoyed over time as updates/tweets trickle in small doses throughout the day.

I call this the Bon Bon Theory because it reminds me of how quickly one goes through little wrapped sweets when they are lying around the house. They are just the right size to give you instant satisfaction but never sizable enough to satisfy a craving (and the solution is always simple-- you just go back).

This is an extremely powerful concept and should be considered key when looking at future web services as we become more and more connected (since being 'always on' makes it easier to administer each 'dose' of utility).