Bob Moesta: evaluation

Transcript context

…Got it. The second part is if it's an established product and it's been there a while, I'd actually go and talk to people who churned. Because in churn, what's interesting is when somebody leaves your product, they're still making progress. We think it's bad for us, which it probably is, but in their mind it's like, "Yeah, this was too hard and complicated," or, "You know what? It didn't do enough for us." It allows you to actually understand the struggling moment they had because, again, they were using your product and something happened and some context changed and now they struggle with it, and now they got to go find something else. Nobody wants to change. So that makes this actually the easiest thing to look at is tell me why people change. We just seem to literally not want to go deep enough and we use the lazy word of random and probability as pseudo for knowledge, and it's not knowledge. It's literally just if context is the same, if outcomes is the same, then I can do it. But if I listen to football stats, third down in preseason is very different than third down in playoffs, right? And so giving me a stat about how their third down conversion is across the whole season makes no sense to me because the context is different. You brought up this point that people often say they really hate something and it comes across that they're ready to switch and will use something that you've built that's better, but they don't because of that friction you mentioned. What do you look for that might tell you that they're really actually going to use it for real and it's that serious?…

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