But alas, milkshake sales did not improve.
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The would-be customers answered as honestly as they could, and the company responded to the feedback. Next, the marketing department asked people who fit the demographic to list the characteristics of an ideal milkshake (thick, thin, chunky, smooth, fruity, chocolaty, etc.). The company started by segmenting its market both by product (milkshakes) and by demographics (a marketer's profile of a typical milkshake drinker). In his MBA course, Christensen shares the story of a fast-food restaurant chain that wanted to improve its milkshake sales.
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"Whereas the jobs-to-be-done point of view causes you to crawl into the skin of your customer and go with her as she goes about her day, always asking the question as she does something: Why did she do it that way?" Hiring A Milkshake "Looking at the market from the function of a product really originates from your competitors or your own employees deciding what you need," he says. We realized that the causal mechanism behind a purchase is, 'Oh, I've got a job to be done.' And it turns out that it's really effective in allowing a company to build products that people want to buy."Ĭhristensen, who is planning to publish a book on the subject of jobs-to-be-done marketing, explains that there's an important difference between determining a product's function and its job. We developed this idea because we wanted to understand what causes us to buy a product, not what's correlated with it. "It may be correlated with the decision, but it doesn't cause it. "The fact that you're 18 to 35 years old with a college degree does not cause you to buy a product," Christensen says.
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To that end, Christensen suggests that companies start segmenting their markets according to "jobs-to-be-done." It's a concept that he has been honing with several colleagues for more than a decade.
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And when faced with a job that needs doing, they essentially "hire" a product to do that job. The problem is that consumers usually don't go about their shopping by conforming to particular segments. “The jobs-to-be-done point of view causes you to crawl into the skin of your customer and go with her as she goes about her day, always asking the question as she does something: Why did she do it that way?” Unfortunately, neither way works very well, according to Harvard Business School professor Clayton Christensen, who notes that each year 30,000 new consumer products are launched-and 95 percent of them fail. This segmentation involves either dividing the market into product categories, such as function or price, or dividing the customer base into target demographics, such as age, gender, education, or income level. When planning new products, companies often start by segmenting their markets and positioning their merchandise accordingly.