1) The document discusses how to influence customer acquisition and retention by understanding the four forces that drive or stop customer progress: the pull of new solutions, the push of present solutions, anxiety around new solutions, and habit of present solutions.
2) It explains that customers switch to new solutions when the pull and push outweigh the anxiety and habit, and provides examples of product initiatives like pain relievers, gain creators, catalysers, and placebos to influence these forces.
3) The key takeaway is that grounding product initiatives in an understanding of the four forces helps link them to acquisition and churn, improving ROI.
Integrating JTBD into existing tools & frameworks / Jobs-to-be-Done Meetup Be...Martin Jordan
How do you link the Jobs-to-be-Done approach to the tools, methods and frameworks you are already using? After investigating the JTBD framework, the timeline, the four motivational forces and the retrospective interview technique, we spent an evening discussing the connections and possible integrations with related fields and disciplines, including:
• Value creation (marketing)
• Value proposition canvas & business model canvas (business design & modelling)
• Market segmentation (marketing)
• How might we questions (design thinking & ideation)
• Customer journey map (service design & development)
This deck was presented on 28th January 2017 at Chiang Mai Startup Events. It covers questions such as "What is JTBD framework"? and "How does JTBD help businesses understand the WHY rather than the WHAT?" It is based on Tony Ulwick's presentation.
This workshop was given at Business of Software Conference USA 2018. Watch videos from previous BoS Conferences here: http://businessofsoftware.org/videos
Using jobs-to-be-done to design better user experiences (UX Cambridge 2017)Neil Turner
"People don’t want to buy a quarter-inch drill. They want a quarter-inch hole." (Theodore Levitt, Harvard marketing professor). Jobs-to-be-done is one of those concepts that intuitively makes so much sense, and yet still isn’t that widely known or used. The idea that you should focus on the job that someone is trying to do, rather than just the means of achieving , is not a revolutionary one, but is nonetheless incredibly powerful and insightful. As Clay Christensen, one of the fellow architects of jobs-to-be-done, has said, "In hindsight the job to be done is usually as obvious as the air we breathe. Once they are known, what to improve (and not to improve) is just as obvious".
This interactive and hands-on workshop, from UX Cambridge 2017 covers how to use jobs-to-be-done to not only come up with innovative ideas, but to research and design better user experiences, regardless of whether someone is starting from a blank sheet, or improving an existing product or service.
It includes how to identify jobs-to-be-done, how to use job stories to help frame jobs-to-be-done and how to enhance personas, user journey maps and even user stories using jobs-to-be-done.
The concept of jobs to be done (JTBD) provides a lens for understanding value creation. It’s straightforward principle: people “hire” products to fulfill a need.
For instance, you might hire a new suit to make you look good at a job interview. Or, you hire Facebook to stay in touch with friends. You could also hire a chocolate bar to relieve stress.
Viewing customers in this way – as goal-driven actors in a given context – shifts focus from psycho-demographic aspects to needs and motivations.
Although the theory of JTBD is rich and has a long history, practical approaches to applying the approach are largely missing. In this presentation, Jim will highlight concrete ways to apply JTBD in your work. This will not only help you design better solutions, but also enable you to contribute to broader strategic conversations.
Jobs to Be Done :: Overview and Interview TechniqueBrian Rhea
Jobs to Be Done (JTBD) is a powerful product design framework that is gaining ground in startup communities across in the US. Companies like Basecamp and Intercom are using JTBD to heavily influence their product and marketing efforts with great success.
If you'd like to go deeper, visit https://hirebrianrhea.com/jobs-to-be-done-course to receive a free email course on Jobs to Be Done.
Who:
Brian Rhea (Product Lead at Revve) and Jason Hall (Chief Revenue Officer at Mocavo) have been actively practicing the JTBD framework and have implemented a number of their findings in their respective roles.
How:
In this workshop, we will present an overview of the JTBD framework, the main tools (forces diagram & timeline) and then conduct a JTBD interview with an audience participant to show you how it's done.
Slides from Re-Wired Group's talk on understanding and uncovering 'Jobs to be Done' at Business of Software Conference 2013.
More information about Business of Software - www.BusinessofSoftware.org
Integrating JTBD into existing tools & frameworks / Jobs-to-be-Done Meetup Be...Martin Jordan
How do you link the Jobs-to-be-Done approach to the tools, methods and frameworks you are already using? After investigating the JTBD framework, the timeline, the four motivational forces and the retrospective interview technique, we spent an evening discussing the connections and possible integrations with related fields and disciplines, including:
• Value creation (marketing)
• Value proposition canvas & business model canvas (business design & modelling)
• Market segmentation (marketing)
• How might we questions (design thinking & ideation)
• Customer journey map (service design & development)
This deck was presented on 28th January 2017 at Chiang Mai Startup Events. It covers questions such as "What is JTBD framework"? and "How does JTBD help businesses understand the WHY rather than the WHAT?" It is based on Tony Ulwick's presentation.
This workshop was given at Business of Software Conference USA 2018. Watch videos from previous BoS Conferences here: http://businessofsoftware.org/videos
Using jobs-to-be-done to design better user experiences (UX Cambridge 2017)Neil Turner
"People don’t want to buy a quarter-inch drill. They want a quarter-inch hole." (Theodore Levitt, Harvard marketing professor). Jobs-to-be-done is one of those concepts that intuitively makes so much sense, and yet still isn’t that widely known or used. The idea that you should focus on the job that someone is trying to do, rather than just the means of achieving , is not a revolutionary one, but is nonetheless incredibly powerful and insightful. As Clay Christensen, one of the fellow architects of jobs-to-be-done, has said, "In hindsight the job to be done is usually as obvious as the air we breathe. Once they are known, what to improve (and not to improve) is just as obvious".
This interactive and hands-on workshop, from UX Cambridge 2017 covers how to use jobs-to-be-done to not only come up with innovative ideas, but to research and design better user experiences, regardless of whether someone is starting from a blank sheet, or improving an existing product or service.
It includes how to identify jobs-to-be-done, how to use job stories to help frame jobs-to-be-done and how to enhance personas, user journey maps and even user stories using jobs-to-be-done.
The concept of jobs to be done (JTBD) provides a lens for understanding value creation. It’s straightforward principle: people “hire” products to fulfill a need.
For instance, you might hire a new suit to make you look good at a job interview. Or, you hire Facebook to stay in touch with friends. You could also hire a chocolate bar to relieve stress.
Viewing customers in this way – as goal-driven actors in a given context – shifts focus from psycho-demographic aspects to needs and motivations.
Although the theory of JTBD is rich and has a long history, practical approaches to applying the approach are largely missing. In this presentation, Jim will highlight concrete ways to apply JTBD in your work. This will not only help you design better solutions, but also enable you to contribute to broader strategic conversations.
Jobs to Be Done :: Overview and Interview TechniqueBrian Rhea
Jobs to Be Done (JTBD) is a powerful product design framework that is gaining ground in startup communities across in the US. Companies like Basecamp and Intercom are using JTBD to heavily influence their product and marketing efforts with great success.
If you'd like to go deeper, visit https://hirebrianrhea.com/jobs-to-be-done-course to receive a free email course on Jobs to Be Done.
Who:
Brian Rhea (Product Lead at Revve) and Jason Hall (Chief Revenue Officer at Mocavo) have been actively practicing the JTBD framework and have implemented a number of their findings in their respective roles.
How:
In this workshop, we will present an overview of the JTBD framework, the main tools (forces diagram & timeline) and then conduct a JTBD interview with an audience participant to show you how it's done.
Slides from Re-Wired Group's talk on understanding and uncovering 'Jobs to be Done' at Business of Software Conference 2013.
More information about Business of Software - www.BusinessofSoftware.org
Do you want to understand what causes people to purchase, adopt and re-purchase products and services? Do you want to increase the success rate of your innovation efforts? This presentation gives you an introduction to Jobs-To-Be-Done—a theory of the market that seeks to answer these questions and more.
What do people use a service for? What problem are they trying to solve? This edition of Service Design Drinks introduced to a tool based on the increasingly popular jobs-to-be-done framework. It helps you to better understand problems with a fresh approach by examining contexts and describing desired outcomes.
This edition’s presenters Thomas Hütter, Hannes Jentsch and Martin Jordan are system and experience designers at HERE, a Nokia business. In the past year they reviewed the internal design processes and explored new tools that are worth sharing.
Service Design Drinks Warsaw #1 / Uncovering the job your service is hired forMartin Jordan
People are not interested in the service you are designing. They are interested in what it does for them – or which job it helps them to get done. They don’t really care about your banking, transportation or web service. But they do care about the outcome they are able to achieve with it. Today’s most successful services understand and address people’s key 'jobs', they support them in achieving their desired outcomes better than with other available solution.
The Jobs-to-be-Done (JTBD) perspective on service shifts the focus from service provision to enabling customers to accomplish a goal or resolve a problem. Customer jobs can not only have functional, but also social or personal aspects. For service managers, innovators and designers, a JTBD approach enriches existing tools and methods in research, design and marketing. These help them to understand customers better and eventually create significantly improved offerings.
This presentation was given on March 30, 2016 at first Service Design Drinks in Warsaw.
The concept of jobs to be done provides a lens through which we can understand value creation. The term was made popular by business leader Clayton Christensen in The Innovator’s Solution, the follow-up to his landmark book The Innovator’s Dilemma.
It’s a straightforward principle: people “hire” products and services to get a job done.
For instance, you might hire a new suit to make you look good for a job interview. Or, you hire Facebook to stay in touch with friends on a daily basis. You could also hire a chocolate bar to reward yourself after work. These are all jobs to be done.
Although companies like Strategyn and The Rewired Group have been using the JTBD for many years, the framework has gotten a lot of attention recently. I’ve been fortunate to have worked with JTBD in various contexts in the past, and I included the topic in throughout my new book, Mapping Experiences.
Important elements of this presentation are better covered in my later presentation titled "What Is Jobs-To-Be-Done?" I recommend that readers start with that.
Are you an innovator, entrepreneur or product manager? Do you want to understand what causes people to purchase, adopt and re-purchase products and services? This presentation gives you an introduction to Jobs-To-Be-Done—a theory of the market that seeks to answer these questions and more.
Jobs to be Done is best described as a perspective through which new product ideas can be evaluated for usefulness and viability. Understanding your customers’ Jobs to be Done helps determine what specific needs, pain points, or problems to focus on during the innovation process.
The theory of Jobs to be Done was developed by Tony Ulwick and later by Clayton Christensen of Harvard Business School as a complement to his theory of disruptive innovation. Jobs to be Done is a lens through which companies can view their innovation initiatives. People buy products and services to get a “job” done, and the products that are successful are those which help the customer get a job done faster, more easily and less expensively. When a company understands in detail what a functional job is, it is more likely to be able to create solutions to help the customer get a job done more effectively. When the customer can get a job done more easily with a given product, the product will likely be more successful.
Use the templates to identify your customers’ most important jobs to be done and then rank order them to determine the most important jobs to address as part of your innovation efforts.
Getting started with Job to be Done researchFirmhouse
To build a successful new product or service you need to make something people will buy. Jobs to be Done help you to understand why people buy the products they do, and make something they will be willing to pay a premium price for. Learn how, at our Jobs to be Done workshop. We run our workshop monthly, more information: https://goo.gl/jvhnVM
The Customer Job To Be Done Canvas - PrototypeHelge Tennø
At an increasing rate (according to IBM C-Suite studies) companies are seeing that they need to figure out ways to put the customer at the center of their attention and decisions. But do businesses have the data or insight to put them there?
In the MIT Sloan Management Review article Finding The Right Product For Your Product Clayton M. Christensen, Scott D. Anthony, Gerald Berstell and Denise Nitterhouse discusses the idea of understanding what jobs customers are trying to solve and then figuring out the reason people are pulling the product into these jobs.
As many others I am currently prototyping a tool for this theory (Work-In-Progress) and my work so far can be seen and downloaded here.
I'm employing the same strategies towards my own business as I do with my clients, therefore the tool is still just a prototype being redesigned and redesigned again. But hopefully there are people out there interested in trying the tool out, give feedback and help on the way forward. This tool is not a parking lot for an idea - but a continuous, hopefully never-ending process.
Dan Olsen, The Lean Product Playbook , @danolsen
Room: C260
Everyone working on a new product is trying to achieve the same goal: product-market fit. Although product-market fit is one of the most important Lean Startup concepts, it’s also the least well defined. Dan Olsen shares the top advice from his book The Lean Product Playbook, including the Product-Market Fit Pyramid: an actionable model that breaks product-market fit down into 5 key elements. Dan also explains the Lean Product Process, a 6-step methodology with practical guidance on how to achieve product-market fit, illustrated with a real-world case study.
Designing products against customer jobsMartin Jordan
How do you create successful products? By asking customers what they want? By matching market trends? Or rather by understanding the jobs that users try to get done? Believing it’s the latter, Hannes Jentsch and I gave a talk at Berlin ProductTank in July 2015 discussing how to design products against customer jobs.
In the talk we shared our experience from applying Jobs-to-be-Done tools in agile environments at Nokia’s HERE business for 2 years. We described JTBD as a framework, mind as well as set of tools and methods. Furthermore, we mapped and presented key JTBD tools against the lean product development process and discussed them in detail.
From Andrej Balaz, Senior User Experience Designer at IXDS
This is a brief introduction to looking at markets through the perspective of jobs that people are trying to get done. It was presented at Service Experience Camp on November 14, 2015.
Jobs To Be Done - framework explained by Mark Opanasiuk.pdfMark Opanasiuk
JTBD for customer centric products - slides by Mark Opanasiuk.
Jobs To Be Done Theory
Define the market via JTBD
Uncover customers' needs via JTBD
Evaluate competition via JTBD
Product delivery vith JTBD
https://www.linkedin.com/in/markopanasiuk/
Pint-Sized Marketing - A Repeatable Content Generation Process that Generated...Matthew Kay
Content creation is hard. In spite of all the tools and data that marketers have available we still generate content which, after launch, doesn't always resonate with users and search engines in the way we'd hoped. During my talk, I dove into Aira's content generation process that's helped one client get over 100,000 organic search clicks by using a repeatable methodology based off thorough keyword research and content brief creation.
Do you want to understand what causes people to purchase, adopt and re-purchase products and services? Do you want to increase the success rate of your innovation efforts? This presentation gives you an introduction to Jobs-To-Be-Done—a theory of the market that seeks to answer these questions and more.
What do people use a service for? What problem are they trying to solve? This edition of Service Design Drinks introduced to a tool based on the increasingly popular jobs-to-be-done framework. It helps you to better understand problems with a fresh approach by examining contexts and describing desired outcomes.
This edition’s presenters Thomas Hütter, Hannes Jentsch and Martin Jordan are system and experience designers at HERE, a Nokia business. In the past year they reviewed the internal design processes and explored new tools that are worth sharing.
Service Design Drinks Warsaw #1 / Uncovering the job your service is hired forMartin Jordan
People are not interested in the service you are designing. They are interested in what it does for them – or which job it helps them to get done. They don’t really care about your banking, transportation or web service. But they do care about the outcome they are able to achieve with it. Today’s most successful services understand and address people’s key 'jobs', they support them in achieving their desired outcomes better than with other available solution.
The Jobs-to-be-Done (JTBD) perspective on service shifts the focus from service provision to enabling customers to accomplish a goal or resolve a problem. Customer jobs can not only have functional, but also social or personal aspects. For service managers, innovators and designers, a JTBD approach enriches existing tools and methods in research, design and marketing. These help them to understand customers better and eventually create significantly improved offerings.
This presentation was given on March 30, 2016 at first Service Design Drinks in Warsaw.
The concept of jobs to be done provides a lens through which we can understand value creation. The term was made popular by business leader Clayton Christensen in The Innovator’s Solution, the follow-up to his landmark book The Innovator’s Dilemma.
It’s a straightforward principle: people “hire” products and services to get a job done.
For instance, you might hire a new suit to make you look good for a job interview. Or, you hire Facebook to stay in touch with friends on a daily basis. You could also hire a chocolate bar to reward yourself after work. These are all jobs to be done.
Although companies like Strategyn and The Rewired Group have been using the JTBD for many years, the framework has gotten a lot of attention recently. I’ve been fortunate to have worked with JTBD in various contexts in the past, and I included the topic in throughout my new book, Mapping Experiences.
Important elements of this presentation are better covered in my later presentation titled "What Is Jobs-To-Be-Done?" I recommend that readers start with that.
Are you an innovator, entrepreneur or product manager? Do you want to understand what causes people to purchase, adopt and re-purchase products and services? This presentation gives you an introduction to Jobs-To-Be-Done—a theory of the market that seeks to answer these questions and more.
Jobs to be Done is best described as a perspective through which new product ideas can be evaluated for usefulness and viability. Understanding your customers’ Jobs to be Done helps determine what specific needs, pain points, or problems to focus on during the innovation process.
The theory of Jobs to be Done was developed by Tony Ulwick and later by Clayton Christensen of Harvard Business School as a complement to his theory of disruptive innovation. Jobs to be Done is a lens through which companies can view their innovation initiatives. People buy products and services to get a “job” done, and the products that are successful are those which help the customer get a job done faster, more easily and less expensively. When a company understands in detail what a functional job is, it is more likely to be able to create solutions to help the customer get a job done more effectively. When the customer can get a job done more easily with a given product, the product will likely be more successful.
Use the templates to identify your customers’ most important jobs to be done and then rank order them to determine the most important jobs to address as part of your innovation efforts.
Getting started with Job to be Done researchFirmhouse
To build a successful new product or service you need to make something people will buy. Jobs to be Done help you to understand why people buy the products they do, and make something they will be willing to pay a premium price for. Learn how, at our Jobs to be Done workshop. We run our workshop monthly, more information: https://goo.gl/jvhnVM
The Customer Job To Be Done Canvas - PrototypeHelge Tennø
At an increasing rate (according to IBM C-Suite studies) companies are seeing that they need to figure out ways to put the customer at the center of their attention and decisions. But do businesses have the data or insight to put them there?
In the MIT Sloan Management Review article Finding The Right Product For Your Product Clayton M. Christensen, Scott D. Anthony, Gerald Berstell and Denise Nitterhouse discusses the idea of understanding what jobs customers are trying to solve and then figuring out the reason people are pulling the product into these jobs.
As many others I am currently prototyping a tool for this theory (Work-In-Progress) and my work so far can be seen and downloaded here.
I'm employing the same strategies towards my own business as I do with my clients, therefore the tool is still just a prototype being redesigned and redesigned again. But hopefully there are people out there interested in trying the tool out, give feedback and help on the way forward. This tool is not a parking lot for an idea - but a continuous, hopefully never-ending process.
Dan Olsen, The Lean Product Playbook , @danolsen
Room: C260
Everyone working on a new product is trying to achieve the same goal: product-market fit. Although product-market fit is one of the most important Lean Startup concepts, it’s also the least well defined. Dan Olsen shares the top advice from his book The Lean Product Playbook, including the Product-Market Fit Pyramid: an actionable model that breaks product-market fit down into 5 key elements. Dan also explains the Lean Product Process, a 6-step methodology with practical guidance on how to achieve product-market fit, illustrated with a real-world case study.
Designing products against customer jobsMartin Jordan
How do you create successful products? By asking customers what they want? By matching market trends? Or rather by understanding the jobs that users try to get done? Believing it’s the latter, Hannes Jentsch and I gave a talk at Berlin ProductTank in July 2015 discussing how to design products against customer jobs.
In the talk we shared our experience from applying Jobs-to-be-Done tools in agile environments at Nokia’s HERE business for 2 years. We described JTBD as a framework, mind as well as set of tools and methods. Furthermore, we mapped and presented key JTBD tools against the lean product development process and discussed them in detail.
From Andrej Balaz, Senior User Experience Designer at IXDS
This is a brief introduction to looking at markets through the perspective of jobs that people are trying to get done. It was presented at Service Experience Camp on November 14, 2015.
Jobs To Be Done - framework explained by Mark Opanasiuk.pdfMark Opanasiuk
JTBD for customer centric products - slides by Mark Opanasiuk.
Jobs To Be Done Theory
Define the market via JTBD
Uncover customers' needs via JTBD
Evaluate competition via JTBD
Product delivery vith JTBD
https://www.linkedin.com/in/markopanasiuk/
Pint-Sized Marketing - A Repeatable Content Generation Process that Generated...Matthew Kay
Content creation is hard. In spite of all the tools and data that marketers have available we still generate content which, after launch, doesn't always resonate with users and search engines in the way we'd hoped. During my talk, I dove into Aira's content generation process that's helped one client get over 100,000 organic search clicks by using a repeatable methodology based off thorough keyword research and content brief creation.
Slides from version 1.0 of my talk on Jobs to be Done, innovation, and building products people will buy.
Presented at the AgilityLab meetup group, Dec. 2017.
See the abstract of my talk here: https://speakerdex.co/cabgfx/people-need-glasses-not-a-map-00577cb0
How Job Stories can be used to describe a Job to be done, in plain, simple language everyone can understand (words customers actually use), from developer to executive.
A Job Story is a great way to introduce Jobs thinking to your team and coworkers, as both a workshop/intro tool and as a format to keep insights visible over time.
Learn how to model the bigger picture of a design, in terms of the functional, social and emotional goals your users have, and use Job Stories to guide design and product development.
Presented at UXIstanbul 2016.
When designing new services / products / experience, designers often start with the user needs or technical feasibilities. When designers ask “why are we doing this”, we often shy away from the business reasons. If we try to design with a holistic view of everything, shouldn’t we understand the business needs as well?
Taking a step away from the traditional design thinking, this session will dive into business design and stretch our design thinking muscle to business thinking. Business design brings in the commercial prospect to form a more complete approach to solving complex problems.
In this session, we will look at examples of hands-on case study of how to integrate commercial thinking into design projects. How to balance the different requirements and needs from all angles? What are the different toolkits that can be used for designers to start thinking about business more? And maybe most importantly, how can designers stop being scared of numbers.
How Your Corporation Can Organize for InnovationDavid Bland
Innovation, innovation, innovation.
It is all you hear in meetings and all you read in business books and magazines. The confusing aspect behind all of this hype is that we rarely put thought into how we design environments so that innovation can emerge.
In this free 45 minute webinar, David J Bland a Principal Advisor at Neo San Francisco, will guide you through how corporations are funding, measuring and organizing for disruptive innovation.
How should I fund innovation? The pros and cons of horizon planning and incremental funding.
How do I measure innovation? Hint, it is not ROI. We'll cover the ins and outs of innovation accounting.
How will the teams organize for innovation? What are the working agreements between the team and leadership? What ceremonies should we have?
You'll leave this session with actionable advice on how you, as a leader, can effectively organize so that innovation will emerge within your corporation.
Innovative Accounting will land you in prison, but Innovation Accounting will land you a product that matters. In this talk we'll dive into Pirate Metrics, Lean Analytics Phases and the Passionate User Model and emerge with a better understanding of how to apply Innovation Accounting to both increase retention and reduce friction in your product or service.
0 to 1: Lessons Learned from a New PM Launching a New ProductCambria Davies
The common wisdom around launching a product is simple. You define an MVP, get to your first user, and iterate until you hit product/market fit. Sounds easy, right?
I had 6 months to launch a brand new product. As a new PM, no less. It turned out well, in the end.
But, it was really hard.
I built this to help other product teams launch good products. This resource covers a series of actionable frameworks and the potholes and principles that will get you from nothing to something — from actually defining an MVP, to getting your first user, and iterating to launch.
QuickBooks Connect 2016 - Marketing your app: learn from your developer peersIntuit Developer
Once you launch your app, how do you market it? Learn from the pros who have made it big in the QuickBooks ecosystem. This session will include the tips and tricks you need to succeed with small businesses and accountants.
While corporates have difficulties to cope with digital transformation, startups are thriving in this new world. They challenge the status quo and reinvent business as we know it. What is it that makes them go harder, better, faster, stronger?
http://gsfn.us/t/3zc14, Your community is a gold mine of valuable customer insights. Community Health Analytics (CHA) provides you with customizable reports, dashboards, and information to turn these insights into informed business decisions. Join us to learn the key metrics to track and the customizations available to help you tell different data stories.
Interviewing Switchers: a Reliable Shortcut to Feature Definition & Prioritis...Christian Lafrance
Customers don’t just buy a product — they switch from something else. And customers don’t just leave a product — they switch to something else.
It’s in these switching moments that the deepest customer insights can be found and are easiest to uncover.
I'll introduce a simple framework and a quick customer interview technique to help product managers better leverage the drivers and blockers that drive sales and churn:
You’ll understand why people switch from one product to another and how you can increase the odds that the switch goes your way.
Advanced Brand and Marketing for Early Stage CompaniesTomas Puig
This workshop was first given at SXSW 2015 as “Advanced Brand and Marketing for Early Stage Companies”. It explains how to evaluate the market and build a framework for creating a best in class marketing group.
Keep in mind this was presented as a workshop with a lot of the slides spoken over. So you may miss some context.
5 Key Skills For Successful Community ManagementGet Satisfaction
http://bit.ly/1clmLDG, Successful community manager wear many hats and need a wide variety of skills and talents. Join this session to learn the top 5 skills that will ensure your community's success!
Dominic Bortolussi's Lean startup lessons Jason Gendreau
What are important things to consider when trying to run a lean startup? Dominic Bortolussi, founder of The Working Group, shares his strategy in a slide show presented during the 2014 Funding Roadshow.
Similar to Sydney JTBD meetup - the 4 forces of progress (20)
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
https://skyeresidences.com/commute/
https://skyeresidences.com/contact/
https://skyeresidences.com/queen-suite-with-sofa-bed/
https://skyeresidences.com/queen-suite-with-sofa-bed-and-balcony/
https://skyeresidences.com/queen-suite-with-sofa-bed-accessible/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-king-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed-accessible/
#Skye Residences Etobicoke, #Skye Residences Near Toronto Airport, #Skye Residences Toronto, #Skye Hotel Toronto, #Skye Hotel Near Toronto Airport, #Hotel Near Toronto Airport, #Near Toronto Airport Accommodation, #Suites Near Toronto Airport, #Etobicoke Suites Near Airport, #Hotel Near Toronto Pearson International Airport, #Toronto Airport Suite Rentals, #Pearson Airport Hotel Suites
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...
Sydney JTBD meetup - the 4 forces of progress
1. #jtbd @madeinlafrance @mcsaatchi @brainmates
INFLUENCING PRODUCT
ACQUISITION & RETENTION
WITH THE 4 FORCES OF
CUSTOMER PROGRESS
SYDNEY JOBS-TO-BE-DONE MEETUP
CHRISTIAN LAFRANCE
4. #jtbd @madeinlafrance @mcsaatchi @brainmates adapted from UserOnboard.com
+ =
Potential
customer
Your
product
Awesome person
who can do rad shit
PEOPLE ‘HIRE’ YOUR PRODUCT TO GET A ‘JOB’ DONE
This isThis isn’t what you sell
5. #jtbd @madeinlafrance @mcsaatchi @brainmates
Stimulate my mind during a
boring commute
http://i.telegraph.co.uk/multimedia/archive/02474/stereoCUT_2474932b.j
pg
Get in the mood for work
Get up-to-date
Feel connected to my community
Impart good musical taste to my kids
Radio is hired to…
6. #jtbd @madeinlafrance @mcsaatchi @brainmates
“
#jtbd @madeinlafrance @mcsaatchi @brainmates
The switch: the moment where there is
an explicit choice to a new solution.
Bob Moesta & Chris Spiek, The Re-Wired Group
7. #jtbd @madeinlafrance @mcsaatchi @brainmates
PEOPLE SWITCH TO GET A ‘JOB’ DONE BETTER
adapted from UserOnboard.com
- =
Old
product
Awesome person
who can do rad shit
+
New
product
Awesome person who can do
rad shit even better
8. #jtbd @madeinlafrance @mcsaatchi @brainmates
TAKEAWAYS
– Making progress implies switching
> Evidences customer needs & goals
– The switch highlights the criteria important to
customers & crystalises tradeoffs
> Avoids feature bloat & helps prioritisation
– Is what people have done, not aspirations
> Is reliable data
10. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
THE 4 FORCES THAT DRIVE OR STOP PROGRESS
Uncertainty
surrounding
new solution
Outcomes of
new solution
Problem with
existing situation
Tug of historical
allegiances
11. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
CUSTOMERS SWITCH WHEN THE BALANCE TIPS
PUSH + PULL > ANXIETY + HABIT
New
behaviour
13. #jtbd @madeinlafrance @mcsaatchi @brainmates
A: PUSH of the present B: PULL of the new solution
C: HABIT of the present D: ANXIETY of the new solution
@madeinlafrance @mcsaatchi #jtbd#jtbd @madeinlafrance @mcsaatchi
“I installed this podcast app to listen to
mentally stimulating content during my
commute”
B: PULL of the new solution
14. #jtbd @madeinlafrance @mcsaatchi @brainmates
A: PUSH of the present B: PULL of the new solution
C: HABIT of the present D: ANXIETY of the new solution
@madeinlafrance @mcsaatchi #jtbd#jtbd @madeinlafrance @mcsaatchi
“When uni started again,
I got bored with my music during the
45min bus ride”
A: PUSH of the present
15. #jtbd @madeinlafrance @mcsaatchi @brainmates
A: PUSH of the present B: PULL of the new solution
C: HABIT of the present D: ANXIETY of the new solution
@madeinlafrance @mcsaatchi #jtbd#jtbd @madeinlafrance @mcsaatchi
“I read the negative reviews to check if
the problems they mentioned could
apply to me”
D: ANXIETY of the new solution
16. #jtbd @madeinlafrance @mcsaatchi @brainmates
A: PUSH of the present B: PULL of the new solution
C: HABIT of the present D: ANXIETY of the new solution
@madeinlafrance @mcsaatchi #jtbd#jtbd @madeinlafrance @mcsaatchi
“I have my favourite Radio National
programs...”
C: HABIT of the present
17. #jtbd @madeinlafrance @mcsaatchi @brainmates
A: PUSH of the present B: PULL of the new solution
C: HABIT of the present D: ANXIETY of the new solution
@madeinlafrance @mcsaatchi #jtbd#jtbd @madeinlafrance @mcsaatchi
“I emailed some questions to my bank
manager about a home loan.
He took 2 days to respond with vague
information”
A: PUSH of the present
18. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
FOCUS PRODUCT INITIATIVES BASED ON THE 4
FORCES
19. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
MAXIMISE ACQUISITION
GAIN CREATORS
PLACEBOS CATALYSTS
PAIN RELIEVERS
YOUR
CUSTOMER
NOT YOUR
CUSTOMER
20. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
MINIMISE CHURN
PAIN RELIEVERS
ADDICTIONS
GAIN CREATORS
New
behaviour
ANXIETY
of the new solution
YOUR
CUSTOMER
NOT YOUR
CUSTOMER
21. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
PAIN RELIEVERS
Address the issues that trigger customers to start
looking passively or actively
22. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
GAIN CREATORS
Deliver the product/service in a way which is more
aligned to customer’s Job-To-Be-Done
23. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
Catalysers
Alleviate uncertainty regarding the new solution
24. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
Placebos
Onboard customers and minimise effort to sever ties with
competitors
25. #jtbd @madeinlafrance @mcsaatchi @brainmates
PULL
of the new solution
PUSH
of the present
ANXIETY
of the new solution
HABIT
of the present
Business
as usual
New
behaviour
adapted from The Re-Wired Group
Addictions
Embed product in people’s life, deliver increased value
with history & relationships
26. #jtbd @madeinlafrance @mcsaatchi @brainmates
TAKEAWAYS
– Best ROI is achieved by grounding product
initiatives on the 4 forces
> Switchers help you to get to priority initiatives quickly
– The 4 forces help you to link initiatives to
acquisition and churn
> Easier to demonstrate ROI
27. #jtbd @madeinlafrance @mcsaatchi @brainmates
“
#jtbd @madeinlafrance @mcsaatchi @brainmates
We only talk to people who have bought
[switchers] because embedded in their
choice set is the value code of what
they’re willing to switch from and to, so
we don’t over-engineer the product.
Bob Moesta, The Rewired Group, aka ‘Milkshake Man’
28. #jtbd @madeinlafrance @mcsaatchi @brainmates
REVERSE ENGINEER HOW CUSTOMERS MAKE PROGRESS
- =
Old
product
Awesome person
who can do rad shit
+
New
product
Awesome person who can do
rad shit even better
Don’t reverse engineer your
competitors’ products
29. #jtbd @madeinlafrance @mcsaatchi @brainmates
References
User Onboarding
Features vs. Benefits
www.useronboard.com/features-vs-benefits/
The Re-Wired Group
Unpacking the Progress Making Forces Diagram
www.jobstobedone.org/radio/unpacking-the-progress-making-forces-diagram/
The Re-Wired Group
The Interview Timeline
www.jobstobedone.org/radio/the-mattress-interview-part-one/
Editor's Notes
I’ve always been a bit vary of CX mottos like “consistently exceed customer’s expectations”
I’ve always been intrigued by the airline industry.
(Beyond offering countless examples of bad CX).
On the bottom end, it’s as if CX doesn’t matter,
on the upper end it’s great cx and ... unaffordable!
(It makes me feel like a fraud, i advocate good cx as a professional and I’m not paying for it when I travel. )
So as a CX professional it raises some fundamental questions:
It’s easy to find ways to make the experience better.
How do I make sure CX delivers real value that people find worth paying for,
How do I avoid bloating the experience with
How do I make sure it actually delivers ROI for the organisation?
That’s the kind of questions I faced when I started at ABC radio and I was wondering we can’t fix everything where should we start?
The key to that is looking at a very specific type of customers: the switchers. The people that recently adopted your service or product or the ones that churned off.
They evidence how CX, $ & features are traded off in relation to each other.
It helped me define a clear focus, engage the organisation around it and transform the way we deliver our audio content online
If radio customers only pay us with their time rather their hard cash, this framework still applies to your customers
As CEMs, we aim at loyal customers. Paradoxically, Ill argue today that the customer that you should pay attention to seed and prioritise you cx initiatives are the disloyal ones: the switchers. The reason for that is that, they are the ones who by their actual behaviour demonstrate how customer experience, price and product features are traded off in relation to each other. And by understanding these trade offs, you are in a better position to ensure the best ROI from your cx initiative.
I’m always a bit warry of exceeding customer expectations. Does it generate real value?
What can I learn from a non commercial media organisation that doesn't have any customer relationships!
Using an outside in view to bust silos.
Focusing our research effort on switchers, the people actively looking for new ways to listen to radio & music, we were able to refine our value proposition and in what features to invest in.
Today I'll mix a bit of theory and
The switchers are the ones who evidence these trade offs and demonstrate how CX impacts acquisition and churn.
When people switch from one product to another there are 4 factors at play: 2 that drive the switch to the new solution, 2 often neglected that stop and maintain the status quo. This is how you can model and link for CX initiatives to customer behaviour, qcuisition and churn. I’ll argue that the CX initiatives with best impact on acquision and churn are the ones that have a direct effect on these factors.
Finally I’ll give you a few tips on how to research switcher so that you can gain these invaluable insights.
Let’s look at why switchers are so good
Don’t focus on your loyal customers, they don’t tell you how CX is traded against other components of the product mix such as price and features.
- We usually have no idea of what we actually sell to people. Particularly for products, but even in services.
- People don’t buy stuff, they buy what stuff does for them
For those who aren’t familiar with mario bross
He consumes flowers to be able to do rad shit and fend off obstacles to deliver his princess
The “jobs to be done” is the outside-in view on the product/service
The term has been coined by Professor Clayton Christensen from HBS
What People measure satisfaction according to the JTBD, not the CX per se
CX is how you connect the product or service to the JTBD
These are the ‘jobs’ that radio is hired for.
Each of these jobs define a market in which that radio is competing in: each with a different set of competitors that go beyond radio
This helped us reframe and justify how we should breakdown the silos of stations & programs to make it easy for people to find the kind of audio that will fit the job.
When a customer purchases or changes from 1 product to another: when you capture a customer or when they churn
When a customer ‘fires’ an old solution to ‘hire’ a new product to get a ‘job’ done
Switching unique because the difference between the new solution and the old one justifies the switching costs
The key takeaway here is that people abandon something to buy something new, and tghe reason for that is that they see some sort of progress
Stop listening to your itunes library and subscribe to Spotify to get you going on your way to work
Stop listening to radio and put podcasts
Stop reading book to watch TED talks to stimulate your mind during your commute
Competing solutions
Think about ‘competitors’ beyond your product category
Innovation: what workarounds are used now (eg. pen & paper)
Highlights the important criteria customers use to ‘hire’ or ‘fire’ a product
Avoids feature and CX bloat
Crystallises tradeoffs
Helps feature CX prioritisation against other product parameters
Is what people have done, not aspirations
Is reliable data
The 4 switch forces to anchor CX initiatives with best ROI
PUSH:
all about me the customer/prospect
What’s going on in my life that makes me think this isn’t good enough, I need to change
I can stay there infinitely in that state telling I need to do something different
until something comes in my life something that introduces a new possibility, a better future
PULL: the magnetism of the new solution
Right when I discover a new product and service, I have anxiety about it:
All the things I might not be able to accomplish with it
Will it deliver on its promisses
Will I be able to use it effectively, do i have the skills
And finally the habit:
To do this new thing, I have give up things I do right now. It’s going to cost me to switch over
Investment current solution
PULL
Magnetism of new solution the job to be done
E.g.-Stimulate my mind, get some insights”
-Uninterrupted distraction on my way to work”
-Arrive to work in a good mood”
-I can exercise better”
-Easy access to content”
> marketing
> Cx messages
PUSH
Struggle with current situation (no pain no gain)
e.g.
“New commute habit Bored during commute”,
“Tram/train too crowded to read”
“blackspots on my journey”
“App doesn’t work with new bluetooth headset”
“Advertising interferes with usability”
“Doesn’t resume listening to episode where I left at”
“No access to my favourite shows”
INERTIA
Cost to abandon current habit
eg
Effort to transfer my library of trusted sources
Listening history
More PULL
Radio
Going beyond just putting the live streams online:
> Focus on ondemand delivery to address the issue of people not finding desirable content when they needed it
Communicate to the pain / where the pain is felt
YOU
Address customer service issues
Reduce customer effort
Radio
Making our content accessible intuitively (break down our content production silos)
Offline mode
YOU
What customer outcomes doesn’t your product/service deliver on?
Coaching staff to recognise the customers’ Job-To-Be-Done and adapt their delivery to it
Radio
- Data control
YOU
Remove features, simplify
Recommendations/reviews (NPS helps)
Trials & returns policy
Pre-empting ‘gotchas’
Radio
Favoriting programs from live listening
Considering enabling peoiple to import external podcasts
YOU
Data import
Breaking fees offset
-Bundling services (apple switch campaign)
Radio
- none
YOU
Network platform effects
Data history, ecosystems
Forming a habit
Switching unique because the difference between the new solution and the old one justifies the switching costs
The key takeaway here is that people abandon something to buy something new, and tghe reason for that is that they see some sort of progress
Stop listening to your itunes library and subscribe to Spotify to get you going on your way to work
Stop listening to radio and put podcasts
Stop reading book to watch TED talks to stimulate your mind during your commute
Competing solutions
Think about ‘competitors’ beyond your product category
Innovation: what workarounds are used now (eg. pen & paper)