After the corona pandemic is behind us (and no one knows how long that is going to take, ed.), I am wondering if we will see the emergence of a new set of unmet customer demands born by the pandemic – and the withering of others, we thought we needed until this new reality hit us all?
The pandemic is a giant reality check on what is truly important on our lives, and what we can live without. Some are already suggesting that society will be changed forever, when we reemerge on the other side. Personally, I am not so sure. But if it is, it will lead to a change in priorities and, with that, spending.
For some startups it will mean staying in a death spiral. For others it will be their big opportunity. Spotting and betting on the right ones will potentially be a once-in-a-lifetime opportunity for investors, while others will be left to reflect on their losses.
The other day I sat down with one of our investments to discuss their potential future direction. It was an interesting and productive session with some key questions arising during the conversation. One of those discussions was around who the customer actually is?
If you’re developing a B2B solution, is your customer the company, you want to sell to, or the person(s) actually making the buying decision? The answer has huge implications. Because it has a big bearing on how you frame your value proposition, how you go to market and what you need to do to close deals and show value after the purpose.
My general opinion is that the more you can focus on the one customer – the actual person – the better. The more you try to put a value proposition together for companies and teams, the more watered down it risk being because you have to fit too many different needs into just a single box. When you focus on just Customer #1, you can be really razor-sharp. And that is exactly what you need.
When you’re looking to solve a problem and improve something for someone, empathy matters. You need to be able to put yourself in the shoes of the customer, feel their pain and use the insight generated to fuel your product development efforts.
When we fail to employ empathy and other soft skills like it, we may get to fabulous solutions but we run short of understanding the problem. Solving a problem. And when we do that, the odds for success are very much stacked against us.
So treasure your soft skills. And if you don’t feel you have too many of them yourself, treasure the ones in your team who do. Because you need them in order to be successful in a truly outstanding way.