Customer Service wins again

Old post here about customer service :: https://seedvc.blog/2013/10/07/a-startups-secret-weapon-customer-service/

I am reminded of this due to a tweet I saw today:

Bottom line is that performing amazing customer service is the best form of marketing ever.

You will retain customers which is cheaper than buying new ones and word of mouth will bring you new ones.

Plus you and your employees will feel better about what they do.

Functionality Vs Content – AVC

Functionality Vs Content – AVC

The crux of this post is this part right here:

And most importantly, it is the frustrations of the prior model, as I mentioned above, that creates the opening for the new model.

So if you are working on a new model, for anything (it could be crypto, health care, education, finance, etc, etc), you should look very closely at what are the most annoying and frustrating aspects of the current model and focus on leading with features that remove them.

 

Mostly very real but sometimes I see people working on something because they discovered an annoyance but the market isn’t big enough, or there is not a willingness to pay. I want to caveat that part – the annoying better cross with some revenue potential. That being said I agree that there are things to fix in the world that people will pay for.

On to the streaming part, I admit that the announcement of a service I am even closely tempted to pay for without batting an eye is a Disney streaming service. I have kids, so it is a no brainer. All the back catalog Disney content is the best, and if you add in Star Wars, Marvel and anything else they have that is safe family content then for sure this is a must-have.

I defer on the tech and user experience till we can use it, but I doubt it functions as well as Netflix. I still find HBO lame as an app, and in Singapore, with the excellent internet it still sucks where Netflix is a flawless experience day in and day out. I mention HBO since it is built on Bamtech which is the company Disney mostly owns that started as MLB Tech. I want to guess that Warner sucks in building stuff so hopefully, Disney can do a better job, but all of them have a long ways to go tech wise to catch up to Netflix.

The other piece of this to watch is how this plays out globally, Netflix lite up the whole globe and that means you can get it practically anywhere and I am hoping Disney does the same. I wonder where these leaves the HOOQs, iFlixs, and Hotstars of the world over time. I think it comes down to Netflix, Prime Video and Disney forming the global lion’s share but will be interesting to watch how India fairs. China is China and all walled off so hard to say, but I bet Disney goes hard on it.

 

Blockstack Files With SEC to Raise $50 Million in Reg-A+ Crypto Token Sale – CoinDesk

I think one of the big things coming is the decentralized internet – think all the stuff apps do today but distributed and with ways to pay as they are used. With the payments going to the devs and the layers they can add on top.

Here is one of them – which is doing an SEC approved token sale:

Blockstack Files With SEC to Raise $50 Million in Reg-A+ Crypto Token Sale – CoinDesk

Another one to track in this space is https://www.wireline.io

Montage Sequence #2 – bubbles, loonshots and the OA

Some great stuff in this issue.

This I think about a lot especially in the context of SEAsia:

4/ Finally, I was struck by how all the companies mentioned in the “bubble” pieces – often in reaction to the sticker shock of what seemed like a large valuation back then – went on to bigger and bigger valuations as time went on, often many times over. Which leads me to wonder:
a) why did so many commentators miss the growth that was going to happen to these companies?
b) is the same mistake being made now in the narrative around valuations?

Now I want this book :: Loonshots.

I am still struggling to like OA. 😉

Montage Sequence #2 – bubbles, loonshots and the OA