What’s the best way to reactivate your churned customers?

Alex Turnbull (CEO of Groove)
How We Got 2,000+ Customers by Doing Things That Didn’t Scale

When you’re an early-stage startup, you’ll lose a lot of customers because you don’t have everything worked out yet. When you do work things out, those lost customers might come back, and it’s worth fighting for every single one.

What’s the best way to measure product usage?

Fred Wilson (Co-Founder and Partner at Union Square Ventures)
Having Empathy For Your Users – AVC

I feel like the companies we meet with and work with generally do a good job of instrumenting their products and collecting on data on what is working and what is not working. But they often don’t have good answers for why the behavior they are seeing is happening. It’s hard to fix something you know is broken unless you understand why it is broken.

What’s the best way to manage customer feedback?

Ben Foster (Currently advising 10+ companies, 16 yrs PM/UX experience, VP Product at Opower, PM at eBay)
What’s the recipe for invention? – PM Rant

Recognize that ideas you hear (as a Product Manager) are typically shorthand for problems and solutions. Usually, with a little abstraction, youll discover some real nuggets.

What’s the best way to interview?

David Jackson (Founder, Seeking Alpha)
How to ask great questions | A Founder’s Notebook

I’ve found that the best questions are open ended enough that you’re not anchoring the person answering the question, but specific enough that the question is easy to answer. For example, I have a friend who I see every weekend. Instead of asking “how are you?”, which is too wide for most people, and therefore elicits a bland or evasive response, he asks “How was your week?”.

What’s the best way to interview customers?

Joe Natoli (UX Consultant, Speaker & Author at Give Good UX / Twofold)
The Easy Way to IA: Start with Information Priority (Video)

Get the internal stakeholders to list the categories of information they think users of the product care about, in order of importance. Then, ask users what categories of information they care about. Don’t anchor them with the categories you’ve come up with — ask open ended questions. Present the results in a three-column table: Column 1: information category. Column 2: how we thought users ranked it. Column 3: how users actually ranked it.

What’s the best way to interview customers?

Tomasz Tunguz (Partner at Redpoint Ventures)
8 Customer Discovery Questions to Validate Product Market Fit for Your Startup

1. How did you hear about the product? 2. What process did you use to pick this product over the competition? 3. Why did you choose this product? 4. Which teams in the company use the product, and how has that changed over time? 5. How important is this product compared to other software? 6. How much do you pay? 7. How quickly is the product evolving? 8. To whom would you recommend this product?

What’s the best way to interview customers?

Eric Ries (Author, The Lean Startup)
The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to … – Eric Ries – Google Books

We must learn what customers really want, not what they say they want or what we think they should want. We must discover whether we are on a path that will lead to growing a sustainable business.