...And how to measure it.

It seems every piece of startup advice out there tells you to build something people need / want / love.

It's great advice, but I'm skeptical that many founders start businesses to build something people don't want.

Striving to build something people love is obviously a sensible idea, but how do you measure for that? How do you prove you're building something that's truly delighting users?

You can measure daily / weekly / monthly active users (DAU / WAU / MAU) but that just shows people are using your product. They don't necessarily love it.

One step further, you can charge for your product and see how much people are willing to pay for it. You can measure Average Revenue Per User (ARPU) but this is still a second-order result of someone loving your product. They may be begrudgingly paying for your service and actively seeking a replacement to get them out of the horror they're experiencing while dealing with your awful UI. Or they might be in love with your product and telling all their friends about how incredible your Super-Awesomizer-Filter feature is.

Talk to your users

The best way to truly understand whether you're building something people love is to ask them.

Sounds obvious, but it's still extremely rare that product focused people in software companies actually reach out and talk to their users. It seems people don't have time. But the value in talking to even one user is huge when compared to not speaking to any.

There are a few challenges, though, in asking hundreds or thousands of users what they think of your product:

• Unlike reporting on DAU, or ARPU, you won't have a complete data set. You'll only have a sample – some, if not most of your users won't respond to a survey or even a short email asking them for feedback.
• It's extremely difficult to turn thousands of emails into actionable information. You have tons of handy, interesting emails to read, but you have no way to measure whether people are happy or satisfied with what you're building. You have to translate their message into "loves us 😘" or "doesn't love us 😭".

Net Promoter Score (NPS)

The good news is there's a tried and tested method for measuring customer satisfaction – whether people love what you're building. It's called Net Promoter Score (NPS) and it was introduced in 2003 by Fred Reichheld in this Harvard Business Review article.

Whether you know it or not, you've almost certainly seen an NPS survey before. It's a simple question:

“How likely is it that you would recommend our company / product / service to a friend or colleague?”

You can then answer this question on a scale from 0 – 10 – with 10 being the highest accolade a user can give you. You can ask for more feedback beyond this – following up with a question on why the user gave the number they did naturally forces a more insightful answer.

At this point you might be wondering why

“A good plan violently executed now, is better than a perfect plan next week.” – General George Patton

If there's one thing that's become clear to me over the years of running a startup, it's that you need to value people, decisions and actions that get stuff done.

There is certainly a lot of value in doing things “right” and striving for perfection in design and development and marketing and sales. But in the overwhelming majority of cases, an attitude and focus on “getting it done” almost always leads to a better outcome in the long run.

Getting something done means you can learn from it quicker and do it better next time round. Iterate faster. Learn faster. Improve faster.

Act now. Not tomorrow.

We've had a saying for a while at GoSquared – “Act now. Not tomorrow.” It started as a way of explaining our product – super easy to use, real-time analytics that your team will actually use. But it developed into more of an attitude that we work with across the team.

We've still got a way to go, but we try to, in as many cases as possible, take action sooner rather than later, even if there's a possibility of doing something better or smarter or cooler tomorrow.

Why not wait until tomorrow? Sure, what does a day matter? A few hours here and a few hours there. Who cares?

It turns out, hours add up. Hours add up to days. Days add up to weeks. As you multiply it out across the team, across multiple projects, weeks become months.

You end up spending months with code and designs and projects and conversations that just sit stale and lifeless. You spend months holding back new features and ideas from users. Of holding back questions from real insights.

You waste months, an hour at a time.

“If everything seems under control you're just not going fast enough.” – Mario Andretti, racing driver

Sometimes it can feel like pushing a new feature out today, or starting a new sales conversation this morning is just too soon. What if people try it and it breaks? What if things move quickly and they want to get going before we're ready?

When running a software company, there's very few things that aren't undo-able. You can hit CTRL+Z on almost every decision you make when you're a young, small, hungry tech startup.

That's why erring on the side of “do it now, worry about it later” often works far better than “worry now, prepare, and then do it later”. All the worry, all the planning, all the preparation is often worthless because that new feature will only be used by 10 customers, and that sales conversation is going to take 3 months before you get a commitment.

Find people that feel comfortable when things are moving fast. Set up processes that encourage quick decisions. Remove barriers to shipping features to customers. Don't punish people for moving fast and breaking things.

Act now. Not tomorrow.

I never used to care how many steps I walked in a day.

Since I've had an iPhone that tracks my steps, and more recently, an Apple Watch, I've become obsessed with the number of steps I do.

I have to do 10,000 steps a day.

Having known friends who've owned Fitbits for years, I understood 10,000 steps to be a healthy yet obtainable goal to aim for every day. aside from that, I don't fully know whether 10,000 is life changing compared to 9,000 or 11,000, but it's a line in the sand to aim for. That's become my goal every day, along with filling all the Activity rings on my Watch.

In fact, with the Watch, it's become more than just a habit – I can't stand the idea of getting 95% of the way to my goal but not hitting it. Often when I get home in the evening I'll walk out again just to make sure my goals are all achieved.

"It's hard to improve what you aren't measuring"

In just a year, I've gone from not knowing how much I walk, to obsessing over every step and reaching higher every week. I feel a healthier person for it, and importantly, I feel in control. I feel far more aware of my overall fitness, and what I need to do to improve.

I wonder, though, how much I'd be striving to walk that extra few steps, or take the long route to work, if I didn't have a number to aim for. Goals, even if they're arbitrary to some extent, can be a fantastic motivator, and a great way to test what your limits are.

It's not just fitness. Aiming to get a new feature deployed by the end of the week, or aiming to send 10 emails to existing customers by the end of the day, or aiming to aiming to spend under £5 at lunch – these are all goals that you can force yourself to aim for, and the result might be a whole lot better than if those goals weren't there at all. At least you'll have something to measure – did you achieve it or not?

Next time you're setting out to do something – whether it be a new feature to ship, a new sales technique to try, or even just going out for a walk – try giving yourself a goal and see if it makes you do it better.

In a startup, everything's a priority.

If everything's a priority then nothing's a priority.

Sometimes it can feel like there's an infinitely long list of Things To Do. It can feel like starting on that list is pointless because it'll never be done. You end up in a cycle of inaction. Or, you have so much to do you panic, you try to do everything. You get others on the team working on things for the wrong reasons, not because they'll have an impact.

How do you cut through the chaos and prioritise?

It starts deep. It starts with having a reason to exist. I'm trying to avoid sounding too "Silicon Valley"ish, but you need a North Star to hang everything off. And you need to believe in that North Star very strongly. When you know what yours is, then a lot of thinking and a lot of decisions become a lot easier.

What's your North Star?

If you don't have one, spend as long as you need to find it. Once you've found it, ask yourself: How can you get closer to it over the course of the year? How can you get closer to it over the course of the next week? The next day?

A few things to consider:

• Who are you fighting for?
• What is the technology or incumbent you are trying to replace? What do they stand for?
• What makes you different?
• Why are you the right people to tackle this?
• Why now?

Taking time out to have a plan

If you're a small team, it's easy to spend 100% of your time on the day-to-day. There's always a customer to respond to. Or a bug that needs to be squashed. Or a feature that needs to be shipped.

"Planning" is almost considered a swear word in startup land.

But when was the last time you spent a solid day planning your future? Do you have a plan? Do you know who your next 3 hires will be? Do you know when you'll make them? Do you have an expectation for revenue growth over the next 3 months? Do you know what will impact it? Do you have a well prioritised backlog of things to work on beyond the next 2 weeks?

Sometimes you need to take time out to plan. Don't spend weeks. You probably don't even need days. But you do need a plan.

OKRs

Objectives and Key Results are a great way to align the team around a few important things over the course of a quarter. The framework seems to work pretty well for Google, who have been using the concept for many years, along with a thousands of other companies all around the world.

If you're looking to try out OKRs in your startup, here's a few things to help:

• Make them visible to everyone. On a big screen, emailed out at the start of every week, stuck on a post-it note on your screen,

Have a look at your phone. How many of the apps on your home screen are primarily for consuming content? How many are for producing content?

Have a look at your schedule this weekend. Have a real good look. How many hours of your weekend were spent consuming (content, food, beer, you name it)? How many hours were spent producing content?

Everyone needs their downtime.

But the default in society is not to produce. It's to consume. The default is to watch every episode of Game of Thrones. Every episode of every new show. To not miss out. The default is to catch up on your Facebook feed. To get rid of the red badge on the Twitter icon. To read every message that hits the inbox.

When you've done all the consuming you need to do, is it any surprise there's no time left for producing?

Making more time for producing

I've struggled with this challenge for a long time, but I feel I'm producing more work, and better work than I have in years.

What I'm doing differently:

• Replacing the "consumer" apps on my home screen with "producer" apps – apps for writing, for drawing, for sharing.
• I never interrupt my day to read an article. It gets saved to Instapaper for reading at a convenient time.
• I use Instapaper's "Speak" feature to read out articles while I'm commuting and walking. So I save my eyes and my time.
• I'm setting myself a small but significant goal of writing once a week. It doesn't necessarily get published but it gets written.
• I almost never check my Twitter timeline. I am not up to date to the second on every single tiny message that everyone on the Internet shares, but I'm ok with that. Instead, the very most important news is pushed to me from the BBC News app, and the most shared articles on Twitter make their way to me via Digg's "Digg Deeper" feature that gives me a list of the top shared links from all the people I follow on Twitter.
• It's not to everyone's taste, but I've found the Apple Watch to be a big influencer on my habits – I no longer get distracted when I get an email or a notification. I just glance at my wrist and then carry on with my day. My old routine involved checking one app, then checking all the other apps that have a red badge on them. And then inevitably reading my Twitter timeline.
• As a team we've been getting smarter about our use of Slack so we each get notified about the information that's most relevant, and can tune out of less relevant updates.

A quote I read a while ago that's really stuck with me (unfortunately I can't find who originally said it):

"No matter how much time you spend watching TV, watch less."

We all have time to learn. We all have time

It's a subtle difference, but "reporting" and "measuring" mean quite different things to me.

It feels like "measuring" is far more actionable. When you measure your sofa you know if it will fit in your living room. You don't report on your sofa dimensions to a third party for approval.

Reporting seems inherently generic. Measuring immediately ties the action to the "what" – what are you measuring? What are you measuring against?

Nobody measures for the sake of it – there's always a reason or a need. People produce reports on meaningless numbers all the time. Reports don't always have conclusions.

At the end of the week do you want to produce a report on a bunch of numbers, or do you want to measure your progress against your aims as a business?

Next time you're looking at metrics for your business, ask yourself if you're merely reporting them, or measuring something.

Talking to customers can feel like getting punched in the face.

Yesterday I watched a great TED talk – "the single biggest reason why startups succeed" by Bill Gross. One of the best lines was his quote from boxer Mike Tyson that forms the title of this post. It made me think about our current process at GoSquared to focus us on building the right things.

You spend days, weeks, maybe even months with an idea, building it into reality, only to put it in front of your customers and realise it's off the mark with what they really need.

The sooner you can turn your idea into something tangible that you can show your customers the better. That doesn't mean building the thing, it doesn't mean building an "MVP", it can be as small as having a conversation face-to-face with just one customer.

Here's how I'm trying to avoid getting punched in the face:

First, by talking to the customers we want. Meticulously noting down their business, where they're at (are they growing? Are they struggling against their competitors? Are they on their way out of business?), what their job is within the company (not just their title but what they actually do all day), and the tools and processes they currently use to get their job done.

Then we take that away and look at how we can help – both with our current features, and with what we might build in the future. This conversation helps focus our current pitch, and inform our future roadmap.

For features we haven't yet built, I try to avoid describing in words what we are working on. I much prefer to show something visual. Not a fully working app or flow, but mockups. With a copy of Sketch and a prototyping tool like Marvel App or Invision, there's no need to waste time on HTML or CSS before getting feedback. You can get your ideas in front of a customer in hours.

The best bit is the feedback – does the customer even bother to respond? Perhaps this isn't a big enough problem for them to care about it. Perhaps they're just busy. Do they hate what you've sent them? Great! You've just saved weeks of building the wrong thing. It's even better if they like it. But will they pay for it? Do you need to build it to find out? It's amazing how motivated the team can feel when working on a feature knowing there's already a queue of customers waiting for it.

Avoid getting punched in the face – don't write a line of code. Don't wait. Talk to customers, mock up your idea. Set a deadline for yourself. Send what you've mocked up to your customers. Get their feedback. Act on their feedback. Rinse and repeat.

As a founder you wear a lot of hats. Sometimes the jobs you have to do are not always evident to the whole team.

Jobs like deciding on a name for a new project, deciding on the next project to focus on, deciding on who to hire next. Often with these jobs, the team don't see anything until they're complete, and the result is often as small as a single sentence, perhaps even just a single word.

Unlike those who are full-time developers, or full-time designers, or sales people, as a founder some of your toughest work – some of the jobs that require the most time and energy from you – can be almost entirely invisible to the rest of the team.

Just as an iceberg is almost entirely invisible to a boat on the surface, your team likely only see the tip of most of the "admin" work you do – the decisions that come from hours, days or weeks of thinking, planning and sketching.

What makes invisible work difficult to communicate is it's often not terribly clear how close to completion it is. Unlike designing a web page, or working on a sale, showing your progress on tasks like deciding on a new direction for the company, or figuring out your next major feature can often be impossible until they're 100% complete.

My one suggestion would be this – write it down. Even if you have nothing to show for your progress, write down your thoughts and feelings at the end of the day based on your findings towards the task at hand. Even better, run those thoughts by a colleague or co-founder.

Some of the hardest work you do as a founder is invisible until it's complete. Finding a way to quantify it and get feedback on it can help make that work more visible. It seems the more visible you make the task the closer it gets to completion.

"Saturday Night Live doesn't go out because it's ready. It goes out because it's 11:30."

I recently listened to a fantastic episode of one of my current favourite podcasts – The Growth Show by Mike Volpe, CMO of Hubspot. The episode that got my creative juices flowing was where Mike chatted with Seth Godin – the God of marketing, and an inspiration of mine for years. In the episode, Mike asked Seth how we manages to produce so much content on a daily basis. Seth suggested that you should set yourself a schedule (e.g. write every day for a month) and see how it goes.

I felt inspired. "Write more. Write more!" I said to myself.

But very quickly I ran into a perhaps silly roadblock – what if I start writing now and realise 3 months down the line that I'm writing in the wrong place? Shouldn't I make sure I'm writing in the right place before I embark on this journey?

Should I really invest all this time writing on a platform that I don't own?

I suppose I had better decide on the right blogging platform.

Medium

I already have a Medium blog (can you call it a blog?) – it currently has two posts. Two posts, but two of my best pieces of writing nonetheless – an illustrated essay on why we redesigned GoSquared, and an extensive piece contemplating why Apple would make a watch.

Medium is probably the most thoughtfully designed destination to write content on the web. It has perhaps the closest thing to a perfect text editor I've ever used – I prefer writing on Medium to using any native text editor I have on my Mac. The care they put in to both the writing and reading experience is astonishing – have you noticed the underlines?

Medium is reassuring to the reader – I know whenever someone tweets a link to a piece with a Medium URL it's going to be easy to read, it's highly likely to be well written and considered, and I know I won't be met with a horrible popup modal asking for my email address the moment the page has loaded.

My biggest issue with Medium, though, is it's not mine. I love reading articles on Medium, but whenever I come to telling friends or colleagues about a piece I read last week I almost always end up explaining it as "a great piece I read on Medium" rather than "a great piece by The Writer Of Said Piece". That's a concern for me – I don't particularly want my own voice and my name to sink into obscurity while I put my time and effort into writing articles that build the name and brand of what is essentially a large magazine that doesn't pay me to do so.

Tumblr

I've had a Tumblr blog for as long as I can remember. I've never really known how to classify Tumblr – is it really a blogging platform?