The Buyer Journey Interview
Integrating JTBD into buyer journey interviews -also called switch interviews - is the next step in elevating your market research. Katelyn’s mentor Bob Moesta was the one to make this discovery, and it happened by accident. Due to his dyslexia, Bob would draw a timeline of his clients’ stories instead of jotting down notes since this visual method was more effective for him. While drawing these images, it hit him like a brick: customer researchers were doing interviews all wrong. They had a siloed approach to solving customer problems, focusing on a specific issue under specific circumstances rather than getting the full picture of what led a customer to them in the first place. Using the latter method gives you much more information about what triggers a customer’s buying habits. Katelyn tells Barry, “For me jobs-to-be-done is all about understanding customers and understanding what triggers them to begin that buying journey.” [Listen from 14:50]
Katelyn created the Trigger technique to extract four pieces of information: what triggers customers to begin their buying journey, what job they’re trying to get done, what their pains are with other solutions, and what their selfish desires are. She turns this information into smart campaigns. [Listen from 18:35]
Barry shares his own introduction to switch interviews and how it transformed his business. He remarks, “All of these techniques really were a huge breakthrough for me personally about understanding myself what I like to do, what I wanted to do, how I could talk to people about the things I like to do in a way that resonated with problems that they had or things that they were interested in solving.” Using switch interviews was a filter mechanism that brought customers who were “on my vibe”, Barry comments. [Listen from 19:50]
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