The Hard Close: How to Destroy a Sale in 20 Minutes
What happens when a sales process takes an interested prospect and destroys every bit of goodwill in 20 minutes? A real-life lesson in hard closes, manipulation, and why the way you sell is part of the customer experience.
The case of the spinner: and the Jobs behind the reactions
My son came running towards me, fighting tears, insisting a stranger had sworn at him and called him a brat. She was staring at me. Should I confront her? Instead, we slowed down and asked what job she might actually have been doing in that moment, and what we found changed the whole story. This is what happens when you look for the job behind the reaction, before you decide who's right.
From Failure to Success: The Role of Design Thinking in Innovation
Why did a cutting-edge technology almost fail to take off, despite its brilliance? The answer is simple: it wasn’t solving the right problem—until we used design thinking.
Tesco understood the job! Almost.
Tesco UK clubcard app is not available to people with Apple App Store outside the UK. But they can access App Stores based in other countries outside the Country of the App Store their device is configured to.
Can Generative AI replace JTBD research?
Don't believe that AI can innovate better than humans. It can help you.
Trigger-happy marketing often shows a lack of empathy.
Marketing automation can easily trigger actions which fail to evolve the customer experience.
Digital failure RX: composability
A quick and simple view of digital composability and why you should start learning about it.
Are you certain you understand what your customers value most and why?
Do you truly understand the optimal value? Which of your customer’s jobs are the important and why?