Measure and manage customer happiness in real time.
Do you really know how much your customers like your product or service? Really? If so, you’re probably measuring your Net Promoter Score (NPS), the global standard for measuring customer loyalty.
If you’re not familiar with it, NPS is the result of asking your customers a one-question survey: “On a scale of 0-10, how likely are you to recommend us to a friend?” Promoters are people who rate you 9 or 10. Passives are people who give you 7 or 8. Detractors are people who give you 6 or less. Simple equation: NPS = % Promoters – % Detractors. As a business, you want your NPS to be as high as possible. Apple recently scored 47, and Citibank -41. Smart companies employ NPS as a board-level metric.
Ask Nicely is the Auckland-based startup that is leading the world in measuring and managing NPS. They launched in December 2014, and are already taking the market by storm, with thousands of users in over 80 countries. They’re growing at 25% month-on-month, with over 90% of this growth coming from the US.
They are the classic well-focused startup – they do only one thing, but they do it extremely well. They can get you up and running and measuring and managing this critical metric in minutes. Their customer list is very diverse, including household names like Seagate, Rackspace, Xero, as well as an NBA franchise and the world’s largest network of phone-based psychics. It would appear that even psychics value independent assessments of customer satisfaction.
John Ballinger and Aaron Ward
The idea for Ask Nicely was conceived in a late-night session in a Ponsonby cafe in April 2014 when co-founders Aaron Ward and John Ballinger decided to “do for surveys what Twitter did for blogging”. In true Lean Startup fashion, John built a rough prototype over the next couple of days, and they knew they had a viable business when 11 out of 12 companies they showed it to said they’d pay for the service. From idea to validated MVP in a fortnight – stunning.
For much of the next two years, the company operated out of John’s garage in Ponsonby. They are mindfully building an Exponential Organisation (XO), using external resources for as much as possible and focusing on the hard bits where they add the most value. And like an XO, they integrate with a wide range of products that exchange data with systems their customers are already using. Currently, these include Salesforce, Intercom, Slack, Klipfolio, Mailchimp, Mixpanel, Desk.com, Zendesk, Groove, Helpscout, Freshdesk, Shopify, Zapier, and Geckoboard, with a number of others in the pipeline. They see integrations as one of their key growth channels. The other main growth channels are pay-per-click advertising and content marketing. Aaron claims that their cost per acquisition is very low compared to the average customer lifetime value. Organic referrals also play a significant role.
The team has expanded to five people this year, with two sales people based in the US, and another dev in Auckland.
The users clearly love it. Ask Nicely has the highest satisfaction rating for its category on G2Crowd. Their main competitors, Satmetrix and Medallia, are enterprise solutions with price tags that can run into hundreds of thousands of dollars, while Ask Nicely starts at USD 49 per month. Given that they’re the only serious tool in their bracket, they’re on the way to owning this category.
Over the last two years, they’ve raised two small seed rounds from ICE Angels, AngelHQ, K1W1, NZVIF, and a few others. Last month, two years to the day after coming up with the idea, Aaron and John returned to the Ponsonby cafe for another late night session, this time plotting their Series A raise. They’re preparing to build out their team and accelerate US momentum. If you’re a member of an angel club, keep your eyes open for this opportunity when it comes round.
Ahead of the Series A, Ask Nicely are looking for a PHP dev to accelerate delivery of an ambitious product roadmap and architect the platform to perform at massive scale.
Aaron says the big goal is to tackle a meaningful global problem, helping businesses achieve better results by delivering great customer experiences, owning that category, and doing it from New Zealand.
You could say that with Ask Nicely, New Zealand is yet again helping to make the world a happier place.
Your Snapchat business dashboard.
Snapchat is a brilliant concept – it created an entire market in visual ephemera. The genius is in the longing that it creates once the moment has passed, for something that can never again be recaptured – which makes that moment all the more precious. So simple, compelling, engaging, and easy to use.
If you’re a brand trying to get your message out, however, Snapchat is a nightmare to manage. Enter Mish.guru, a system that makes it easy for brands to manage their Snapchat presence. Without tools like Mish.guru, you have to manually manage your Snapchat client base individually on your phone – imagine your dream come true, and you have 100,000 followers – you’d have manage them individually – on your phone. Ouch!
Mish.guru provides basic information that is absolutely critical to any business running a social media campaign. You can easily see how many followers you have, how many people have viewed your story and snaps, and a number of other metrics. You can also automatically rebroadcast selected user generated content to help build your campaign, and automatically track customers from initial engagement though to product purchase. Think of Mish.guru as the missing Snapchat feature set for businesses.
They’re currently working with some big name brands in New Zealand and overseas, like Spark (snapsparknz on Snapchat) and Paramount Pictures (ParamountFilms).
They currently have a mixed product and service-based business model. Snapchat is new for many businesses, so there is a significant market helping businesses conceive, establish, and run campaigns – you could say that Mish.guru are their own first customer in this respect. But they see the big game in providing a subscription-based product that enables businesses and agencies to manage their own campaigns from cradle to grave.
Their current revenues from this hybrid model are nearly NZD 1m per year, and their product revenue is averaging growth of 20% per month.
I first met their CEO Thomas Harding in Lightning Lab Digital in Wellington in 2014. Their original business was called Cavaltech, and produced 3D-printed horseshoes specifically made for individual horses. We called them “Zappos for horses”. Unfortunately, while it was a great concept, the technology just didn’t perform well in the field – they had problems keeping the horseshoes stuck to the horses’ feet. So eight weeks into the twelve-week accelerator, they rebooted their business as Mish.guru, and have never looked back.
I asked Tom what the key to survival was across such a massive pivot. “Resilience”, he replied, “that’s the single most important quality in a startup team.” Their current team has Tom, a CTO, four devs, an intern, and sales people in Australia and NZ. They’re looking to hire another sales specialist on the US East Coast.
Mish.guru has scored investment from AngelHQ, Sparkbox, ICE Angels, NZVIF, Ben Young, and a few other individual angel investors. They’re using this investment to transition their main revenue stream from service to product as they build their market. Their product revenue is growing at 20% per month, and that growth has been achieved without any spending on marketing. Snapchat’s growth is still exploding – Snapchat recently passed 100m users, and those users are watching over 7 billion video clips a day.
The trick to a great Snapchat campaign, Tom says, is inspiring and then making the most of user generated content – let the users tell your story for you, rather than bombarding them with advertising. But to do that, you’ll need some great tools, like Mish.guru.
Using the near-magical properties of UV light to increase crop production.
Arthur C. Clarke’s third law states that any sufficiently advanced technology is indistinguishable from magic.
BioLumic increases crop yields by applying ultraviolet (UV) light to seeds, seedlings, and plants in very specific “recipes” to control their growth patterns. Stressing plants by shining UV light in the right quantity, at the right time in their development provokes a response that makes the plants hardier – bigger stems, bigger leaves, and better overall resilience.
When I first heard about BioLumic a couple of years ago, I thought, yeah, nah, that’s crackpot pseudo-science. But this technology is based on hard scientific research, and it appears to work. It looks likely to revolutionise commercial agriculture by increasing crop yields without genetic modification or chemicals – just add light.
BioLumic’s founder and Chief Science Officer is Massey University’s Dr Jason Wargent, a world-renowned expert on plant photomorphogenesis – the effects of light on plant growth and development. He’s published a Ph.D thesis on the topic and numerous papers, and is now working with CEO Warren Bebb and a team of 7 to commercialise his research. They have filed three patents which are currently going through local and international examination.
And it’s generating some stunning results. BioLumic are currently running trials with lettuce growers in Salinas, California – the USA’s major lettuce growing area. For head lettuce, they’re getting a 10% increase in the number of heads of lettuce per unit land area, resulting in a 25% EBIT uplift for the grower. For processed lettuce, they can achieve a 26% increase in tonnes per hectare – all without genetic modification or additional chemicals. Trials with corn are underway in NZ, with the first harvest expected in April.
The numbers tell a big story too. In 2016, they’ll be treating 35 million seedlings. The lettuce market alone in the USA is a $2b market, and fresh cut vegetables is an $82b market globally. If you add in seeds and cereals, that takes it up to $650b. And this market is growing – it’s estimated that the world will need to grow 50% more food by 2050, despite a best-case scenario of bringing an additional 10% of arable land online by then. Something big is going to be needed to fill that gap, and BioLumic could be the answer.
They have a recurring revenue model based on installing equipment onsite, and then charge a per-plant treatment fee. They plan to set up operations and distribution in each territory that they’ll be operating in. They’re currently scoring key customers in the USA, and will branch out from there.
To date, BioLumic have run a seed round, a top-up round, an two angel rounds with participation from Manawatu Investment Group (MIG), NZVIF, ICE Angels, Enterprise Angels, K1W1, Massey Ventures, Sparkbox, and others. They have runway through mid-2017, and the next round is likely to be a mix of VC plus strategic investment.
BioLumic is a great example of breakthrough Kiwi agricultural ingenuity contributing to the solution of a serious world problem, and potentially creating massive value along the way.
2015 has been a watershed year for the startup scene in New Zealand. When I started this Startup of the Week blog in September, a number of people asked me, “are there really enough great startups in New Zealand to feature one every week?” The answer is a resounding yes!
Had you asked me about New Zealand startups in 2010, I would have told you that there were patches of awesome, and things looked like they were just starting to come together. Five years on, things are really pumping, as evidenced by:
- Thriving startup hubs in the main centres: Visit GridAKL, BizDojo, CreativeHQ, or The Greenhouse and you’ll be under no illusion that healthy and diverse startup activity abounds.
- Entrepreneurial buzz in the regions: The BCC (Palmerston North), and Bridge Street Collective (Nelson) have been going from strength to strength for several years, and we’re seeing new players emerge in Whangarei, Tauranga, Taranaki, Hawkes Bay, and Dunedin.
- Finally, the rise of Ag Tech startups: In prior years, there was a paucity of agricultural startups coming out of New Zealand. Now, with companies like Engender, CropX, BioLumic, eBee, and others, this sector which builds on NZ’s natural strengths looks like it’s getting to critical mass.
- Meetups are mushrooming: I seem to be getting a couple of announcements for new startup-related meetups every month in Wellington. Startup Garage and Lean Startup Wellington how have over 1,000 members each. People are getting together, which is great.
- Startup Weekends continue to thrive: There’s no shortage of newbie entrepreneurs starting their entrepreneurial journey through Startup Weekends. We ran 11 events up and down the country this year, with 736 participants – both records. Many of these participants are now fully plugged into the scene, some running their own startups, some working for others, and some busily hatching plans. And some qualifying themselves out, having decided they’re happier in their day jobs. Win.
- Accelerator ramp-up: Lightning Lab ran three programmes this year – Auckland, Christchurch, and Manufacturing (Wellington). The dust hasn’t settled yet, but this is likely to have resulted in 10+ new startups achieving funding, networks, and a path to global success. Oh, and another 10+ startups being qualified out after a short sharp experiment – to me that’s also an important success statistic. The Government R9 Accelerator broke new ground, and will be doing round two this year. Vodafone’s Xone will be opening in 2016. And there are others.
- An explosion in angel investment activity: AngelHQ‘s Dave Allison told me that as at the beginning of December, not including any of the Lightning Lab companies, the club had 12 open investment deals. I can’t remember a time where there were more than 3 or 4 deals open at any given point in time. Given that nearly all angel club deals in NZ are now syndicated between clubs, I’m sure that the menu at ICE Angels, Enterprise Angels, Manawatu Investment Group, Venture Accelerator Nelson, and Otago Angels are growing in a similar fashion. Post-earthquakes, Canterbury Angels is also off to a great start. And there are a host of unofficial syndicates forming around the country too. There’s never been a better time to be an angel investor.
ICE Angels summarised the year’s angel activity with this nice Prezi – thanks guys!
Finally, I’d like to leave you with a quote from Victor W Hwang, author of “The Rainforest“, and cofounder of Global Innovation Week (HT: Andreas Stefanidis)
“Despite outward appearances, the Startup Movement is not just about startups. It is actually a deeper cultural shift that cuts to the heart of the human condition. It reflects a dissatisfaction with the way much of the world has gone for the last several decades. It marks a transformation in how we view our societies, how we convene our communities, how we create value together as human beings. It’s a counterpoint to the governing economic paradigm – what economists call neoliberalism – which has prized efficiency and productivity above everything else, even when it has corroded relationships that bond us together in our communities and social networks…
“Innovation is not a solo sport. It thrives in supportive, diverse, connected, payitforward ecosystems. It dies in selfish ones. Building a startup – indeed, bringing any innovation to life – is hard enough already. The last thing you need is distrust, high social barriers, and cynicism from those around you. You need people who are willing to believe in you. Because human beings innovate together in teams.”
Thanks for your support this year, reading and spreading the stories of NZ startups going global.
If you’re involved in the startup scene, good on you for taking risks, sharing your energy, and pursuing your passion – you’re making the world, and New Zealand, a better place for everyone.
If you’re a bystander, a dreamer, or an armchair startup enthusiast, there are plenty of ways for you to get involved in 2016. Just contact any of the organisations mentioned above, and start forming the connections that will enable you to become part of the success story we’re all creating together of New Zealand as a global entrepreneurial powerhouse.
That’s it from me for 2015. Have a great break, and we’ll see you in February.