Decoding Customer Insights, Trust, and the Jobs-to-be-Done Framework with Bob Moesta | E1943
This Week in Startups
Enhancing Customer Experience and Reducing Purchase Anxiety
This chapter explores the vital role of customer experience and support in building strong relationships, particularly for startups. It highlights the use of tools like Zendesk to enhance customer interactions and addresses common customer anxieties in the purchase process.
This Week in Startups is brought to you by…
Hubspot for Podcast Networks - Looking to up your marketing game? Check out the podcast: Marketing Against the Grain: https://lnk.to/h3vKHnTW. Hosted by Hubspot CMO Kipp Bodnar and Zapier CMO Kieran Flannigan. They bring you the latest in marketing trends, growth tactics and innovation. “The Best AI Tools For Marketers In 2024” episode: https://www.youtube.com/watch?v=DeeVKUuEv6Y. Available on all your favorite podcast apps.
LinkedIn Jobs. A business is only as strong as its people, and every hire matters. Go to LinkedIn.com/TWIST to post your first job for free. Terms and conditions apply.
Zendesk. The best customer experiences are built with Zendesk. Qualifying startups can join their Startup program and get Zendesk products free, for six months! Visit http://www.zendesk.com/twist today to get started.
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Todays show:
Bob Moesta joins Jason to discuss important customer interview methods, such as the concept and importance of deep listening (7:21), quantitative vs. qualitative and hypothesis-building research (13:08), “The jeweller effect” and building trust (37:47), and more!
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Timestamps:
(0:00) Bob Moesta of the Re-Wired Group joins Jason.
(2:33) Jumping into Bob's origin stories and the early lessons that shaped his career.
(4:59) Unpacking the concepts of “the customer is not always right” and that they don’t actually know what they want.
(7:21) The concept and importance of deep listening.
(8:52) Bob’s use of “the death day” and learning the value of time.
(10:57) Hubspot for Podcast Networks - Marketing Against the Grain: https://lnk.to/h3vKHnTW. “The Best AI Tools For Marketers In 2024” episode: https://www.youtube.com/watch?v=DeeVKUuEv6Y
(13:08) Quantitative vs qualitative and hypothesis-building research.
(16:51) Bob’s four amazing mentors and how they turned him from an illiterate eighteen-year-old into an innovation machine.
(20:16) LinkedIn Jobs - Post your first job for free at https://www.linkedin.com/twist
(21:40) The dangers of identifying personas and “the secret sauce”.
(26:08) Drawing importance from the “irrational decision”, as context drives the rationale.
(28:28) Bob explains his approach to interviews.
(31:00) Zendesk - Get six months free at http://www.zendesk.com/twist
(32:32) Applying these concepts to a customer buying a diamond or health care.
(37:47) “The jeweller effect” and how do you cause trust?
(40:48) Making people problem aware.
(47:45) Applying the fact that people learn out of routine to the electric car customer.
(54:18) The concept of nostalgia.
(1:03:08) Bob’s current book he is writing about what causes someone to leave one company and go to another.
(1:15:57) At what stage is a company that hires the Re-Wired Group?
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Check out The Re-Wired Group: https://www.anomalo.com/
Check out Bob’s website and publications: https://www.bobmoesta.com/
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Check out Founder Fridays: https://www.founderfridays.tech/
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Subscribe to This Week in Startups on Apple: https://rb.gy/v19fcp
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Follow Bob:
X: https://twitter.com/bmoesta?lang=en
LinkedIn: https://www.linkedin.com/in/bobmoesta/
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Follow Jason:
LinkedIn: https://www.linkedin.com/in/jasoncalacanis
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Thank you to our partners:
(10:57) Hubspot for Podcast Networks - Marketing Against the Grain: https://lnk.to/h3vKHnTW. “The Best AI Tools For Marketers In 2024” episode: https://www.youtube.com/watch?v=DeeVKUuEv6Y
(20:16) LinkedIn Jobs - Post your first job for free at https://www.linkedin.com/twist
(31:00) Zendesk - Get six months free at http://www.zendesk.com/twist
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Great 2023 interviews: Steve Huffman, Brian Chesky, Aaron Levie, Sophia Amoruso, Reid Hoffman, Frank Slootman, Billy McFarland
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Check out Jason’s suite of newsletters: https://substack.com/@calacanis
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Substack: https://twistartups.substack.com
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