The First Impression Fallacy
Barnaby Dorfman
AI + Scale Up Advisor at Mainsail Partners | Multi-Exit Serial CTO | Ex-Amazon-PayScale-Go1
Over 30+ years in management, I've learned to challenge many traditional business beliefs. One of these is the old adage: You only have one chance to make a first impression. While this might hold water in some contexts, in the tech world, it’s not only untrue but also limiting. Instead, I embrace a more fluid and iterative approach, where every interaction is an opportunity to learn, refine and improve.
Lessons from Love and Friendship
Where does this thinking come from? The idea of love at first sight is a romantic notion that often appears in fairy tales and movies, but reality tells a different story. Many couples who end up in strong, lasting relationships don't like each other at first. Similarly, friendships often develop over time through repeated interactions and shared experiences. Consider counter-narratives from classic romance characters like Elizabeth Bennet and Mr. Darcy in Pride and Prejudice, or Harry and Sally from When Harry Met Sally. Their relationships didn't start off smoothly. Elizabeth initially dislikes Darcy, finding him proud and aloof...Harry and Sally can't stand each other in their meet cute.
This dynamic is akin to customer relationships in business. An initial product or service might not impress, but through consistent improvements and positive interactions, a strong, loyal relationship can be built.
Psst....You Get to Make Many First Impressions
There are over 8 billion people on earth and the majority have Internet access! Still, the notion that a first impression as a singular, make-or-break moment is deeply ingrained in our culture. It suggests that a poor first impression is nearly impossible to recover from. However, my experience across various tech companies has taught me otherwise. In reality, the technology offers countless opportunities to make and remake impressions. Every interaction with a customer—whether it's the first visit to your website, an email campaign, or a product update—presents a new chance to leave a positive mark.
This constant cycle of interactions means businesses are perpetually under the spotlight. Instead of clinging to the pressure of perfecting a single first impression, we should focus on optimizing each touchpoint based on real-time feedback and data.
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Embrace Iteration and Experimentation
In tech, speed and agility are paramount. Companies that fixate on a perfect launch risk being left behind. This is where iteration and experimentation come into play. One of the most effective methods for refining user experiences is A/B testing. By experimenting with different versions of a product or marketing message, businesses can gather valuable data on what resonates best with their audience. This iterative process allows for continuous improvement, ensuring that every subsequent impression is better than the last. Reid Hoffman, co-founder of LinkedIn, famously said, "If you are not embarrassed by the first version of your product, you’ve launched too late." This quote perfectly encapsulates the mindset needed in today’s fast-paced tech industry. It encourages us to prioritize speed and learning over perfection. By launching early and iterating based on user feedback, we can make multiple first impressions, each one more refined than the last.
The Agile Mindset
Agile methodologies further support this approach. Agile emphasizes flexibility, customer feedback, and iterative development. In my roles at companies like Amazon, PayScale, Go1 and now Libsyn, implementing Agile practices has been crucial to enhance team collaboration and product delivery. The Agile mindset is all about releasing an MVP (minimum viable product) quickly and then iterating based on user feedback. This ensures that products evolve in line with customer needs and market demands, leading to a better final product.
Build a Framework for Continuous Improvement
Drawing from my experience, here’s a structured framework for modern businesses to embrace continuous improvement:
I’ve seen firsthand the power of embracing a flexible, learning approach to business as a catalyst for building scale and success. First impression thinking is outdated. Instead, focus on making every interaction count, using each one as an opportunity to learn, adapt, and improve.
Former CEO @ Libsyn & Pocket Casts | Amazon & IMDb alum | VC-backed Founder
7 个月Excellent piece Barnaby Dorfman. That 1st impression is a tough fallacy to break away from. But, when you do, man it's liberating! Thx for sharing this.
A software developer and CTO who loves helping founders, CEOs, and fellow developers.
8 个月I love it. The approach of solve a problem > do one thing well > make it work then make it pretty > and iterate based on customer usage has served me well. Let's make an app for agile dating! When Harry Met Sally with Kanban UI and retrospectives instead of ghosting ??
Strategist | Instructor| Marine Adventures & Training Professional
8 个月Thanks for the wisdom!
Brother - super insightful and true - that is what I always love about you - always creating a unique different take on things
Co-Founder & Head of Business at Assistant Engineering
8 个月Thanks for sharing this, Barnaby. Very helpful. And very timely for me.