To uncover the true purchase trigger, focus on customers who converted quickly. Instead of asking why they chose your product, ask them to describe what changed in their situation that made finding a solution a top priority. This shifts the focus from your product to their context, revealing the actual cause.
After using a product, customers articulate its value based on the various benefits and features they've discovered. Founders often mistake this post-purchase feedback for the initial buying trigger, leading them to build marketing messages around a wide array of benefits rather than the single, simple cause that actually prompted the purchase.
Every business has countless high-ROI opportunities they could pursue but don't. A purchase is triggered not by a potential benefit, but by a situation where they are actively blocked from achieving a necessary goal. Sales and marketing must focus on identifying and solving that specific blockage, not on generic value propositions.
Customers buy to solve an immediate, blocking problem (the "cause"), like needing to send an invoice. Describing a product's full suite of features and long-term benefits (like being an all-in-one platform) sounds logical but fails to resonate with the customer's urgent need and doesn't trigger a purchase.
Startups often create positioning that makes logical sense and clearly describes product features. Customers may even nod in agreement and say they understand it. However, if this messaging is based on benefits instead of the root cause of their problem, it won't compel them to purchase, leading to frustratingly polite rejections.