Lawson: True customer enthusiasm displays as exploratory feature questions
Jeff Lawson · 20VC: Twilio's Jeff Lawson on What It Takes To Create a Tribe, How To Create Anti-Fragile Organisations Through Decentralised Decision-Making and Why Values Are Nice But Principles Are Better · Jun 28, 2021 · at 8:16
Jeff Lawson is the co-founder and CEO of Twilio. He shares a customer discovery heuristic for founders validating early business ideas.
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“When they like the idea, what they do is they ask you questions like, well, could it do this? Could it do that? And what you're seeing there is it's like tickling this part of their brain. You're tickling a problem that they have that maybe they didn't even know they had. But when they ask questions, they're basically exploring, oh wait, wait, could it do this? And that is a good sign. But oftentimes what you get is not that. What you get is, so how about the weather? And you get this like, you know, awkward changing the topic.”
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