Thought Sparks with Rita McGrath, Scott Anthony and Paul Cobban
Thought Sparks
00:00
The Differentiating Factor for Customer Journey Design
Clayton Christensen's idea of the job to be done is that people don't buy products and services, they hire them to get jobs done in their lives. Scott: We were very heavily influenced by Clayton's work around job to being done thinking. And it was very much part of our customer journey design with something that we really focused on.Scott: The fundamental question to always ask is what is the job to been done? It is a simple question but one that can reorient you about markets.
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