How To Make Your Web Startup Attract New Customers in Days

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Why did you buy your toaster? It‘s probably because you wanted toasted bread. You weren’t joining some perfect toast movement. As Harvard Business School professor Clayton Christensen said, “People don’t buy your product or service. They hire it to help them make progress in their life.” You were hiring a toaster to toast bread. That “job” came first; everything else came second.

Putting the customer’s progress as the central focus of what your business does is a critical component of scaling, but so is operational profitably. Businesses that are able to do both take the guesswork out of scaling and have more staying power than the competition. But how do you get there?

Correlation isn’t causation

Building a customer-centric business starts with throwing out most of what we know about market research. Traditional market research focuses on drawing inferences and correlations from massive amounts of numbers-based quantitative data. The data may be useful, but the problem is that correlation isn’t causation.

I’ll give you an example. I’m a male aged 25-54. I have a college degree and live in an urban area with a higher-than-US-average income. I’m the poster child for a motorcyclist. However, none of those attributes caused me to buy a motorcycle.

I ride a motorcycle because my wife thinks I look “hot” on mine. Numbers can’t convey that. Only conversation-based qualitative data can. You’ve got to talk to your customer to understand the circumstances of the pivotal moment that made them decide to change. (Change — not necessarily buy. That comes later.)

In those conversations, you’re building a picture of the circumstances that caused them to say, “I’ve had it. I’m ready for change.” And then you’re defining what change or progress looks like to them. That’s what is called the “customer’s job”. The goal is for your product to accomplish the customer’s job.

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