Ogilvy’s quote shows a 𝐬𝐞𝐫𝐢𝐨𝐮𝐬 𝐜𝐡𝐚𝐥𝐥𝐞𝐧𝐠𝐞 for every founder and executive: Customers will never tell you everything. Because in most cases, even they don’t know 𝐰𝐡𝐲 they make one decision over the other. That’s why it’s challenging to discover customer insights that increase sales. You have to dig deeper beyond the first impressions. I love one example from Clayton Christensen: After months of weak sales, a construction company realized their 'job' was not only building and selling a house. But also 𝐦𝐨𝐯𝐢𝐧𝐠 𝐥𝐢𝐯𝐞𝐬 and reducing the anxiety that comes with it. So they started including services like moving and storage. Guess what happened next? Home sales exploded. So the breakthrough didn’t come from offering a new design or changing the number of rooms. But it came from understanding customers’ 𝐡𝐢𝐝𝐝𝐞𝐧 𝐧𝐞𝐞𝐝𝐬. That’s why good marketing requires seeing the world through customers’ eyes. It’s not easy. And it requires asking the right questions. But when you truly understand their 𝐜𝐨𝐧𝐭𝐞𝐱𝐭, everything becomes easier.
Consumers purchase off of hidden desires. Lots of people are lots of talk, few are up for the moment.... I don't think there is a more accurate depiction of this than that seen in the average conversion rate across e-commerce sites. 😂
David Ogilvy was a savant when it comes to understanding customers. Brilliant, Ozan Irturk
Always love your content!!
Well. That's. Just. Great... Just joking, it's a great point and often business owners structure their questions in a way that guides the customer to give a favorable answer.
“Because in most cases, even they don’t know 𝐰𝐡𝐲 they make one decision over the other.” That’s a powerful line right there! Thanks Ozan Irturk Never thought of it that way, but from the example you gave above, it’s important for sales people to look at removing friction for customers to make decision; make it simple, straight forward and easy.
💻📱 Product Design Lead | Product Consultant | Mentor
2moI loved this story, I read about it in the book “Demand Side Sales,” written by Clayton’s cofounder of JTBD Bob Moesta. This idea of finding those ancillary needs/jobs attached to the main job. Making a solution more “full-stack,” by bolting on those additional jobs that come before/after/during the main job. It becomes a 1+1 = 11 equation.