As KikScore continues to grow and add customers, our team is more active in social media sites.  In anticipation of a large partner release, we are working to ensure staff support and processes in place to respond to customer inquiries and issues.

Providing an avenue for your customers to sing your praises and also to vent when needed helps to build trust in your brand and confidence in your customers.  With social media continuing to rise, consumers savor the ability to have a voice in a variety of platforms, and they can yell loudly.  To build trust and loyalty in your customer base, you have to listen and react in a timely and professional manner .

Being a mom, I could relate to the outrage set forth by moms across the country on this Motrin add.  Motrin could have quickly regained confidence and trust in its consumer base by reacting to this outrage in a much more professional  and empathetic manner.

As a small business, creating an avenue for clear communication with your customers on good and bad topics will not only build trust, but also instill loyalty which creates new customers and reduces abandoned shopping carts.  Be an advocate for your customers and they will yell loudly on social media platforms that your business is the business to connect with.

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Take the Leap, is a great blog that profiles entrepreneur’s and startup stories.  The blog is sponsored by the company Creative Hub.   We had the pleasure of being interviewed by Jennifer Spivak about KikScore and our growth.

To check out the interview, please visit the Take the Leap Blog and the interview is titled From Lawyers to Entrepreneurs.

Please let us know what you think.

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I am still frankly in some ways recovering from what I knew was going to happen all along.  Lebron James was going to leave Cleveland. I actually predicted it in this post about lessons small businesses and startups can learn from Lebron James after his flame out in Game 5 of the Celtics/Cavs series earlier this year.

So his departure got me thinking about a few things.  As we all know, his departure was a complete PR spectacle.  But there are some serious lessons learned.  Even strangely  I see some commonalities between how we all viewed Lebron James (especially Cavs fans) and how we decide whether we should trust someone online.

1.   People Change – Cavs fans, and frankly many in the media, thought they knew Lebron. Heck there was probably good reason for the belief, they watched him grow up in my hometown of Akron, watched him get drafted and become a global icon in Cleveland.  Many people thought that they knew Lebron to be “one of us” because he was from Ohio and knew the long frustration of Cleveland sports fans.  Boy were they (we?) wrong. Many people say something changed with Lebron in the last few months, even reporters that have covered Lebron since he was 16 and back in high school. It started with the complete collapse in Game 5 against the Celtics where he looked clueless and uninterested in playing in front of 20,000 crazed fans in a series that they should have won. And it continued to this summer where Lebron blew off the owner of the Cavs not responding to one of the owner’s calls or voicemails.  Wow, did he indeed change and change at that very quickly!

Lesson Learned: You may think you know someone online (and maybe even offline), but you need to be prepared for the unexpected. The only thing you can do to protect yourself is a) get as much information as possible about a person and business and b) always be cautious for the unexpected to happen because it will.  Also the person or business you know one day may be very different a few months or years later.  So always keep your information gathering up to date before you decide to do business online.

2. Do Not Trust Labels, Trust Actions – Lebron repeatedly said so many times he puts a premium on loyalty.  He said he is a loyal guy and that he will always be that kid from Akron.  The fans, media and even his teammates bought into that card.  Heck, I even bought into it.  You have to kind of grow up in Akron to understand it but there generally is a common bond of many people from NE Ohio that ties us together for some of the events, sports nightmares and generally ribbing we have endured.  Again, we were so wrong. You can literally have the word “Loyalty” printed on your chest like Lebron does, but it means ZERO if you do not live up to your word.

Lesson Learned: When you are online, people and businesses will say all sorts of things to get your business. They will say that they guarantee certain things, that you can trust them, that their website is safe.  Make them prove it to you by having them show you their trackrecord of reliability, trustworthiness and success.  Heck, that is what the KikScore seal allows you to do as a small business.

3. Look for Hints of Information to be Wary:  So in some ways I can say myself and the rest of the city of Cleveland/Akron feel blindsided.  But that would be naive.  There were many hints of information and actions, though small and isolated instances, that should have made people wary of what Lebron was going to do.  There was the lack of commitment to the team last year when he had the opportunity to resign, there was his space cadet look and play in game 5 of the Celtics game, there was the lack of engagement with the team after the season and then maybe the most glaring one is when Lebron constantly referred to the fact that he needed to consult “his team” for the decision.  No that would not be his Cavs teammates, that was his marketing team and his bunch of his fellow St. Vincent, St. Mary high school friends and agents. I should have known, I went to Walsh Jesuit the arch rival of St. V’s. We could never trust those guys……but that goes back nearly 20 years now.

Lesson Learned: Transparency is key.  If a person or business is transparent and gives you information about themselves and their actions, first that is a good sign because they are comfortable enough to give you that information.  But more importantly, in order for you to make that online trust decision you need to analyze that information in way that allows you to feel comfortable.  To help, here are 7 items to look for from in stores that sell online to make sure they are legitimate,  5 safe online shopping tips and some help with finding contractors you can trust online.

There probably are many more.  Please let us know which ones you think there are.  I am sure you probably heard that the Cavs owner last night had a nuclear response to Lebron breaking his trust and the city of Cleveland’s trust.  We all should learn a few things from this free agency experience so that we do not end up having to send a letter like that to a person or company you do business with online because you did not take the steps to protect yourself.

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We have been growing quickly at KikScore so we have decided to expand our team. If you are in college and would like to be an intern at a fast growing startup, this opportunity is for you.  In fact, we are looking for two interns to help support our Marketing & Strategy teams.  You can read all about the opening at the two sites where we have posted detailed information about the job/intern opening:

1) Startuply – by the way, that is a very cool site for startup jobs.

2) InternshipIn – a new site that our Twitter friends told us about recently.

We are looking for a self-starter that is passionate about learning and is willing to hit the ground running!  This is a virtual position so you do not have to be in Washington DC or Denver.  Also it is important that the interns that join the company like to laugh.  We are serious about that!  As you can see from our blog, we do like to have our fair share of fun – even when our sports teams, hometown cities, favorite 80’s hard rock bands and favorite movie stars are repeatedly tanking!

Also we promise that as a part of this internship we will NOT make you go through the pledging process that Frank the Tank put his interns through in Old School.  We instead may put the entire team through the Blades of Glory training program.

If you are interested, please reach out to us using the process outlined at either of the sites that we listed in this post.

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I was reading this article by Dharmesh Shah on the OnStartups blog where he indicates that a Minimally Viable Product (MVP) is “a product that has the minimum set of features needed to learn what the market wants” and conversely he defines that Maximally Buyable Product (MBP) as “the set of features needed to capture the maximum potential opportunity in a market.”  Dharmesh then goes on to give 5 features of the Maximally Buyable Product.

I think the interesting point that is made in this article is not with the MBP but instead the Minimally Viable Product (MVP).  How does a company know when they have completed building their MVP?  When is an MVP “finished” enough in order to increase online sales and not result in abandoned carts of potential customers at checkout?  I know that when we were putting our finishing touches on our MVP one year ago for our KikScore trust seal product that it was very difficult for us to know when it was more important to get the product to market and when to add that one last feature that our customers would love.

My point here is that I think that building the MVP is not the most difficult thing most of the time.  Usually the entrepreneurial spirit inside of the people that are involved with MVPs is such that dreaming up and building the MVP is not the difficult part.  The difficult part may sometimes lie in the area of limiting the scope and defining the lines of exactly what the first iteration of the ultimate product is going to look like.  Initially, the MVP may be just a shell of what the founders of the company initially dreamed up but the team needs to decide as a whole when it is close enough to “learn what the market wants.”

How did your company define your MVP and how is your MVP different from your MBP?

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With Digital Capital Week upon us, last night was a great time for the huge (and growing!) DC tech community to come together for Tech Cocktail.  As with previous Tech Cocktail events, this event was billed as a time for us all to “connect, educate and amplify” the local tech signal all while having a few drinks.  A number of startups also put on demos on the second floor of the party at Lux Lounge.  The great thing about this Tech Cocktail compared to others as it took place right in the middle of the first ever DC Tech Week.  DC Tech Week has been a week full of great tech related activities dealing with a whole range of issues from social media, government, future of media to a bunch of cool tech events, lectures even a 140Conference too.  It was also cool to have the backdrop of the World Cup going on too.

Here some of the pictures from last night.  The event got off to a great start and kept rolling.  There just was not enough time to talk to everyone, but it was great to see so many friends and meet a bunch of new people too.  I brought the KikScore force for our east coast team last night as our Colorado team will have to wait for the next one in Boulder.

Picture of Raj Malik from KikScore, Deanna McNeil from among others Ruiz McPherson, Steven Fisher from Appsolve, Browncoats Redemption and Network Solutions and Andrew Bates from Eye Traffic.

Picture of Keith Casey who is Austin bound and the CTO of Blue Parabola,  Steven Fisher a filmmaker and author and  Justin Thorp, Social Media Guru at ClearSpring.

Joe Loong from DelTek and the best title creator for a blog! and Jeremy.

There have been Tech Cocktail events now in Chicago, DC, Boston, Boulder, San Diego (look out Ron Burgundy) and Barcelona. So look out for one of these events coming to your city soon.  You will not regret attending. Thanks to Frank Gruber, the founder of Tech Cocktail, for putting on last night’s event.

Did you attend Tech Cocktail last night? If so, tell us your stories.

Pictures care of the Social Media Swami, Shashi B.

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Last week was a very busy week at KikScore. We had meetings all over the place on many different fronts. We had lunch meetings, phone calls, various team meetings, checkins with partners, drinks with some of our favorite corporate development friends and meetings with friends and colleagues that also double as advisors. On the way back from one of our last meetings, my partner Mike and I were debriefing on all of the meetings we had just completed. Then it dawned on us that nearly every one of these meetings came from a team member of KikScore, a friend of friend, colleagues from previous and current jobs and folks that KikScore team members have done business in the past.

Over time and especially at the inception of a startup (and small businesses too), a company’s contacts and rolodex can immensely help the strategic direction of a company. That is why we all hear from so many people that we should all on a regular basis network and get out and meet people. But I would say even more importantly, there are probably many people that lie dormant in an entrepreneur’s contacts that the entrepreneur met many moons ago. These “hidden rolodex gems” should not be forgotten.

Entrepreneurs and owners of small business should be proactive in maintaining and cultivating these forgotten contacts. I will be the first to admit that I have not been great at cultivating some of these gems. But one of my mentors once said the easiest way to engage these buried contacts, is just pick up the phone and call them or send them an email. What do you really have to lose? Now in your re-introduction call or email to these folks, make it clear to them that you are not looking for a job or something and instead are looking to chat and get some guidance. You will be amazed at the responsiveness that you may get.

Here are just some of the ways our contacts have helped KikScore and could help your startup (and small business):

1. Providing great feedback on our business model;

2. Ideas for new channels to pursue;

3. Ideas on potential new enhancements to our product;

4. Introduction to partners; and

5. Referrals to other advisors and thought leaders.

As you grow you company’s contact list, return the favor to people that contact you looking for guidance and counseling. Pay It Forward so you do not look like your company is only looking out for itself. And you never know when someone asks you for guidance, it may end up helping your company like it has with us at KikScore.

Please tell us how you develop your company’s rolodex.

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If you open your eyes and mind, it’s amazing where you can find business lessons in everyday life.  The book I am reading, Michael Crichton’s final novel: Pirate Latitudes takes the concept of war from the pirate’s view.  There are a good number of similarities to small business and overtaking your competition to be learned from it.  To come up with a new business idea, it doesn’t necessarily have to be ‘new’ but ‘better’ is critical to success.

Here’s some lessons that the privateers (often mistaken for pirates) of long ago still apply…

Build a good team – When Captain Hunter came up with his risky idea of attempting capture of a Spanish treasure ship in a far off, dangerous and assumed well protected island, he needed a strong team to accomplish the quest. Building the right team for business success can be tricky, but you can’t do it alone.   Delegate responsibilities that foster team member’s strengths.

Create a more comprehensive solution – After overtaking the treasure ship, the privateers are stalked by a Spanish warship that is more heavily armed with both men and weaponry. The weakened privateers come up with a risky yet tactical solution to attempt to take down the larger ship. Creativity and doing something different with your current resources is a strong business sense. KikScore wasn’t the first trust seal out there, but it is different and more comprehensive than the competition

Overtake the competition – I’m not finished reading Pirate Latitudes yet, so I’m only theorizing here… but based upon the creativity noted above and their zeal to secure the stolen treasure, I have confidence the privateers will conquer the larger warship and bring home the gold.  Obviously in business, war is not the best option, yet clever advertising and getting your business message out there can overtake the competition.   A strong and consistent approach helps.

Pirates and privateers are mysterious, resourceful and have a rather catchy form of conversation.

How is your business pirating through the marketplace?

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I must admit, I am a Fringe junkie… the X-Files of the new generation… if you are a follower of Fringe, or Fringe science one can see how an obsession with a theory (or a job) can overtake you.

Let’s take the Walter Bishop of ‘our world’ vs. the Walter Bishop of ‘the other side’… why is it that he within our world is attempting recovery from insanity whilst the ‘other’ Walter seems to have done quite well for himself and been spared the asylum visit?  One could theorize that our world Walter became so obsessed with not only bringing Peter across but also with protecting him all these years and it eventually overtook his entire psyche.  Where the other side Walter has been focused on finding Peter, he seems (at least in our brief introduction to him last week) to be well put together, so perhaps not as ‘obsessed’ with this mission or at least capable of keeping the sanity surrounding his zeal.  An entrepreneur can easily be led astray down one Walter path vs. the other… so how do you keep the sanity while trying to get your business off the ground?

Here are some key areas that have helped us at KikScore:

Organization and Time Management

Know your market/customer  and react to feedback

Delegate – If you have a team, you can’t do it all yourself

Set clear goals for all team members and communicate

Keep track of lessons learned

What are your Fringe theories?  And how do you keep your sanity in your start-up?

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This is one of my favorite times of the year for sports.  The time of hope, promise and turnaround.  That means it is time for the NFL Draft!  My team, the Cleveland Browns, always enters this part of the year and the draft with hopes of getting the amazing college football prospect that will revitalize the team, give us a winning season for once and hopefully (yeah right) a trip to the Super Bowl.  The issue is that you never know if a player your team picks in the draft is going to turn out like you hoped and will deliver on all of the expectations you have built up for them or turn out to be a bust.  Or worse yet, that player ends up breaking the law and not only is he a bust, but he then becomes a shame to the team and the city.  In many ways this is similar to the issue of figuring out who you can trust online for doing business and for online shopping.

In the NFL Draft process, the teams that do the best job are the ones that do the most diligence on the college football prospects.  These are just some of the things that NFL teams and scouts do in the diligence and research process before selecting a player in the draft:

1) Conduct extensive background checks;

2) Put players through multiple interviews and give them tests;

3) Review, analyze and dissect a player’s past performances in college games and;

4) Talk to their coaches, teachers and other experts.

That is all done before draft day and before a player is selected.  And its all done on hundreds of players.  The interesting thing is what NFL teams are looking for in college players is very  similar to what shoppers look for before buying online: 1) a track record of success; 2) good character; 3) reliability and trustworthiness; 4) the ability to deliver and meet expectations and 5) someone you can depend on and that can be your “go to” person.

All of these traits are exactly what people look for for in businesses that operate online as indications of whether you can trust that business.  The commonality between the NFL teams that put players through these tests and online shoppers is: Information!  Information is king.  It is not only having access to that information but it is also having the right information about trustworthiness and reliability to make an informed decision about buying from an online store or selecting a contractor or consultant online that you have come across online.

So next time you are out looking to buy online or select a contractor, be like an NFL scout and look for these types of information. That will help you stay safe when you are shopping online.  Also businesses that have a KikScore seal certainly help shoppers get much of this trust and reliability information.  But just make sure you end up selecting the next Tom Brady and not Ryan Leaf when you decide to do business online!

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