Marketing

It’s Edinburgh Festival month and the city is flooded with hundreds of thousands of tourists. The main event is very institutionalised, but Edinburgh Fringe is a big attraction, with hundreds of shows around the city. How do these shows make people aware? Strangely enough, largely through flyer distribution. When you walk up the main street (the Royal Mile), show after show just shoves leaflets in your hands – often not telling you any more than 1) the name 2) the location 3) the price and 4) a review that says something like “fantastic comedy!” or “just see it now!”, usually involving a lot of exclamation marks.

In an age where we can locate an individual to a few feet via GPRS, and more personal information is available on the web than ever, and Twitter shows the person’s real time status, it’s an incredible off-line approach. It seems very hit and miss (partly enabled by not having to pay the people handing out the leaflets as they are part of the cast). Actually what I want is 1) the ability to filter based on my interests 2) to know what my friends liked and 3) to go and see the things that fit my profile. Maybe in 10 years we’ll see no-one handing out flyers and everyone walking around with smartphones being guided to the shows that are the perfect fit for them.

The application? Online marketing allows greater targeting, the ability to mass market to individuals, a greater return on investment, and is less labour intensive. There is no doubt that marketing will increasingly move away from flyers and magazines and broad advertising (apart from brand awareness campaigns).

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Marks of a good investment

Having the role for Elixir of Investment Director, I get to source out deals and meet startups. It always raises the questions of what makes a good startup. Lots of people say “back the person, not the idea” and I think that’s true. To an extent.

It’s certainly true in the VC space and probably in the over £500k fund raising space. But below that, the majority of the entrepreneurs are unproven, have limited relevant experience and lack in one or more fields of needed expertise. They are also generally <30 years old (but not always).

It seems obvious to me that this doesn’t necessarily make them bad investments. The questions are really 1) can they pull of their plan 2) do they seem to evidence the ability to be flexible 3) have they thought this through 4) can we fill in the gaps in their expertise.

If those come together, and it’s a viable concept with good financial returns, at a credible valuation, in a market with relatively limited competition, then it’s a good investment prospect.

The key to making it work is definitely the person, but there’s also no doubt the every entrepreneur (including me) is a work in progress and as such, shouldn’t necessarily be a blanket no just because they have no experience. After all, what level of experience did any entrepreneur have before they started their first venture?

37 Signals puts it like this – it’s not a rite of passage to fail. It’s just failure.

Follow Elixir on Twitter here.

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Customer Service in a web 2.0 world

Yesterday I was in London for an Elixir meeting with a startup, and on the way back I sought to log in to Boingo wi-fi at Heathrow. The following conversation was with Boingo customer service – note the time stamps and the minimal gap between each response from them. Amazingly quick. Transformational customer service, thanks to Twitter (and some on the ball people).

ElixirIncubator: Boingo at LHR T5 lets me down #connectfail6:27pm, Aug 04 from Twitter for BlackBerry®

boingo@ElixirIncubator Oh no! We’re here for you. What’s happening when you try to connect? (Also, are you using the software or the Boingo page?)6:36pm, Aug 04 from TweetDeck

ElixirIncubator@boingo thanks – was just hanging on the loginpage. I’m on the plane now so it’s over. Maybe next time :-) 6:44pm, Aug 04 from Twitter for BlackBerry®

boingo@ElixirIncubator Bummer. Sorry to hear you had trouble connecting! Will you please DM us?6:57pm, Aug 04 from TweetDeck

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Out of the office, still connected

Headed to London today to meet a prospective startup that has approached Elixir Incubation to discuss opportunities. Obviously can’t say a lot more!

If you’re not following us via other social media, why not follow us on Twitter, like us on our Facebook Page (it’s sparse but we’ll build it, we promise!) and if startups or angel investment is your thing then why not join the conversation with the Elixir Twitter feed too.

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Business incubators, solar power and government surveillance

A few links that have caught my attention over the last few days:

- Business Incubators and why they are interesting again. Plays in nicely to what we are doing with Elixir Incubation. Meanwhile, angels are feeling the strain.

- Governments seem to be wising up to using tech to raise revenues – e.g. India and Facebook to catch drivers, Greece and Google Earth & tax cheats, and Long Island and finding unauthorised swimming pools by Google Earth.   The trend is intriguing – not just the surveillance society, but also taking advantage of the technology to drive revenue. Will this increase privacy concerns? It’s sure to be a trend amongst public authorities that will catch on.

- Solar Power might be becoming cheaper than oil thanks to developments at Stanford. If true, this would be quite incredible, and could sustain those solar planes etc. Solar powered cars anyone?

Why is any of those interesting to us at Seven Men? Simply because 1) we operate in one of these areas, 2) we are always considering new businesses to launch and 3) it may indicate good opportunities for social investment for us to get behind. We see solar as a key opportunity for both electricity provision and employment creation / business creation in developing countries.

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Web 2.0 – new apps for business

With our business built on apps like Highrise, Basecamp, Skype, Dropbox, Gmail, Mailchimp and Constant Contact amongst others, it’s not surprising that we’ve adopted SaaS as central to our IT strategy. (That and outsourcing our coding, hosting and payments system). So we’re on the lookout constantly for new apps that may or may not make sense for us to use. Here’s a few that we’ve come across recently:

Blippy – er, if you want to share your credit care info, then you can do it here!

Tumblr – micro blogging. But mainly photos based, could do with embedded multiple twitter feeds and facebook feeds to be totally useful.

Freeagent – for bookkeeping and invoicing and time management – but really for those who bill on a project or hourly basis.

Sliderocket – for presentations

Concept Feedback – an easy way for designers to get feedback on their projects. We use Crowdspring for our design, and occasionally a designer in Edinburgh, but longer term we’re likely to migrate more and more of this to India.

Rowfeeder – yep, not getting this one. But if you want to data mine Twitter, maybe this is useful. It looks nice.

Of course, we’re still looking out for more. Here’s 10 things I’d like to be able to do via a web app, please leave a comment if you have a suggestion of an app that can help:

  1. Automatic payroll. I enter the gross figures, and it calculates the net amounts, pays the wages and integrates with Quickbooks and our banking.
  2. Online whiteboard scribbling – this has to be possible with the iPad right?
  3. Aggregate all online content we have published, and is in the ether about us. Hootsuite does thia a bit, but doesn’t include blogs. Is Tumblr the answer?
  4. Angel funding connector that deals with key criteria, basic valuation and matches you to a prospective investor.
  5. Freeagent for non time based businesses
  6. LinkedIn tracker app for those contacts that are no longer at the email address you have for them
  7. Dashboard template creator, using your own metrics
  8. Dropbox but with the ability to password protect your desktop icon so that if you use gotomypc you can lock out your Dropbox files
  9. An app that allowed me to download my bank statements from more than 3 months ago and analyse and benchmark those
  10. An app that monitored all of my IT leases and subscriptions and notified me when they were due for renewal and suggested ways of lowering the costs.

Any suggestions welcome!

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Success at Expediens

One of our business startups, Expediens, which is our lifestyle management / personal outsourcing / small business outsourcing operation has had a great month.

We’ve been asked to complete each of these tasks – Expediens list of services Jul 2010

It’s the 18th month of operation (and probably 3-4 other months of coding/planning/pre-launch) and it has reached profitability. It’s a big step, and will bring additional flexibility. The business offers a service that is not widely grasped – you don’t have to do everything yourself, you can pay someone else to do it – neither is it massively the cultural norm, especially in a recession. So to see increasing number of members, increasing average usage, broadening usage in terms of the services asked for, and tight control on costs, there is a lot to be happy with. It’s all down to Lynne and Tom who’ve done an excellent job (building on the hard work of those who went before).

Where do we go from here? Well, we’ve just launched the ability to buy gift vouchers, we’re now providing free minutes for giving feedback, we’re pushing our offer to small businesses and we’re adding capacity in India with our partners there to bring in capability in areas such as legal services, bookkeeping, design, payroll and copywriting. We’re also developing a partnership with Buy:Time in London, a leading lifestyle management firm. We’ll hopefully be able to continue to build on what has been a great July. It was the last of our startups to reach profitability but we think it has the greatest potential. We’ll be celebrating this success shortly!

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Why I should get a free bus pass

Since we started out we’ve been made aware of some of the many silly UK laws that are in place (that lots of businesses seem to just ignore):

  • If you have a limited company, you need to display at the entrance to the building the name of the company.
  • If you send emails you must put your registered address and registered number in the email somewhere
  • If you sell at long distance then you have to be absolutely transparent in your pricing and their must be no ambiguity in your pricing structure
  • If you have 5 employees (even if they only work 1 hour a week each) you have to give them details of pensions they can take out

Today the UK Government decided to remove the law that meant there was a mandatory retirement age. I can see why they are doing that, and I commend access to perfectly healthy, solid working, much experienced and value-adding staff that are over 65 (albeit perhaps when over 2m people need a job at the moment there might have been a better time to expand the workforce). It’s fear of age discrimination legislation that is driving this, and so it’s got a clear cause. I have two questions – the first is that if we are adapting all rules to reflect age discrimination legislation, please can I have a free bus pass? Because people who are over 60 seem to get one and I feel discriminated against because I want one too. The second point, more seriously, is that the unintended consequence of the removal of mandatory retirement are not nice. Employers will now have to either make the person’s role redundant (unlikely in most circumstances) or performance manage them out of the business if the employee decides to keep working beyond the point at which they are capable. So if you are 99 and still rolling up to work in Tescos, you may actually be put through a 3 stage performance management process and then lose your job. Not a nice way to end your career. Do people really grasp this yet? I think not.

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Impact Investing – is it worth it?

Today I had an intriguing discussion around whether impact investing (investing for social return as well as financial return) could ever become a mainstream financial product in the UK. I have no doubt that there is potentially a retail product to develop here – after all, the success of Fairtrade, and other conscience consuming products has demonstrated that people will pay more (or in this case accept lower financial returns) for a social return (or something that makes themselves feel good).

However, where I am sceptical of its broader importance is in two areas. Firstly in asset allocation of a traditional financial institution, that has a mandate to maximise the value of the funds it runs – there is no way that it can invest for social returns and achieve equivalent financial returns in my view. Secondly, for equity investment in these areas to be a real success, there has to be an exit strategy. For a lot of social projects, or social businesses, there is no viable exit. Instead there is only the intention of achieving more and more social objectives. Which is fine for the founders, but not for equity funders, especially if any profits are reinvested into the business, rather than into dividends or other forms of equity returns.

If you are running a social business, my view is that your objectives should be 1) make a sustainable business 2) achieve self sufficiency financially and 3) achieve your social objectives. It should not be an objective to deliver high levels of financial returns to your funders. The legal structures that most social enterprises have taken would suggest this is a common view – most structures would restrict equity investments, or equity returns (other than minimal dividends). Of course these can be circumvented by complex loan instruments that trigger at certain levels of profitability so it’s not a total constraint.

Where I would agree with the view that there is a need for impact investing to grow is that there is a real shortage of genuine early stage social enterprise funding. There are many grants available for pre-launch funding, and loans available for loan funding once the social business is established and can support loan funding. However, for the interim funding, when you would normally seek seed/angel funding, there is nothing really in that space. Bridges Ventures is endeavouring to do this, but I suspect the exits will be difficult, unless you take a more lax view on how central the social objective has to be (e.g. is Starbucks a social business because it sells Fairtrade coffee? I’d say not, but if I was an equity investor the temptation might be to loosen my criteria to broaden my investment pool).

We are seeking with Seven Men to build a pool of funds that can be used in this space, of seed funding, however to allocate that as grants or soft loans predominantly. But with the discipline of an equity investor, even without the financial returns. So is there scope for an impact investing financial product? Yes, absolutely. However, it won’t become the mainstream financial product as it means lower returns financially. In Seven Men we’ve intentionally split the generation of financial returns, and investing into social good, just to deal with the inherent conflict. Ironically, as an entity structured as a limited company, we are one social enterprise that actually could accept equity investment.

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Two excellent books – Rework and Founders@Work

Having just enjoyed a week in the Scottish Highlands, which was surprisingly sunny, I feel I should share about a couple of the books I was reading during that period. The first was REWORK, by Jason & David of 37 Signals fame (we use their excellent CRM application, Highrise). It’s a simple read, a series of key learnings / opinions/ advice from their experience of growing 37 Signals and taking on a lot of the myths of business startups. Some of the key takeaways for me:

  • Failure is not a rite of passage, it’s just failure.
  • Don’t take outside money if you can avoid it
  • Embrace constraints, adopt a creative approach
  • Making the decision is progress itself
  • Sell your by products
  • Interruption is the enemy of productivity
  • Meetings are toxic
  • Good enough is fine
  • Don’t hire unless you have done the job yourself first
  • Hire when it hurts, not for pleasure
  • Hire the better writer
  • Make everyone spend time with customers
  • Decisions are for now, not for 10 years time

Good simple messages, punchy and well delivered. A good book, and well worth a read for anyone involved in anything (business or not) that starts something new.

The second book is Founders@Work, by Jessica Livingston, co-founder of Y Combinator. It is  series of interviews she carried out with leading technology startup founders (both products and businesses). It’s amazing how many people said that they hired too early, this seems to be a common flaw. Although some were blowing their own trumpet as to how great they were, and on occasion some of the people were more interested in the technology (e.g. Steve Wozniak) than the business side of the startup, the book is an exceptional insight into the intriguing life of the technology startup. A lot of the lessons can be applied outside of technology. I’m still reading the book, but so far it has been an excellent and inspiring choice.

I’ve taken away a good number of applications for Expediens and for Elixir. I’d strongly recommend both books.

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