The customer revolution begins…at start-up

Customer rockLean Start-Up methods offer an overwhelming case for working with customers as early in the product cycle as possible. This lesson applies to all of us, not just start-ups.

Eric Ries, the author of Lean Start-Up, worked with Steve Blank while he was forming his ideas.  Steve has just posted on the HBR blog a phenomenal summary of the lean start-up approach and why it, as he says, “…changes everything.”

Lean start-up relies on a number of tools – experimental design, minimum viable product and so forth – but if I read him right, one of the central concepts which makes it work is this: the only authority is the customer.

This idea runs through the process like a name through a stick of rock.  Involving the customer in the design process, getting to customers early, behavioural (A/B) testing – the whole lean start-up gamut begins with the customer and how propositions can only succeed if they are designed with and for the customer from the get-go. At all stages, the primary decision driver is what the customer tells us (or better, shows us).

Build it like this, and the customer experience is not an overlay to be applied afterwards, nor is it something ‘fluffy’ or intangible or unimportant – instead, the proposition and the customer experience become the same thing.

Even more interesting is the lean start-up promise that doing things this way will get our propositions to market MUCH more quickly and (probably) more cheaply than the alternatives.

Thinking this way changes everything.

Does it apply only to start-ups?

I don’t see why. Are there really any barriers stopping the rest of us from applying these ideas in our organisations right now?

I didn’t think so.

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