Understanding Customers Using Jobs To Be Done with David Duncan
1h 25mGeneral2023-03-15
Authors
David Duncan
Advisor, Author, Speaker, Jobs to Be Done Expert
Course details
If you’re looking to discover customer insights that lead to breakthrough innovations, winning products, and new directions for growth, the Jobs To Be Done methodology (JTBD) could be the perfect solution for you. JTBD offers a fresh way to understand what your customers really want—and it can be applied to projects at every level of your organization.
In this course, author and JTBD expert David Duncan offers practical tips on how to uncover opportunities to better serve your customers, from one-on-one interviews and customer-first mindsets to tools for rewriting your overall business strategy. Along the way, David talks with LinkedIn chief product officer, Tomer Cohen, who shares lessons learned from the implementation of JTBD at LinkedIn, highlighting its transformative impacts across the organization. By the end of this course, you’ll be ready to use JTBD as your new organizational compass, apply it to complex business challenges, and drive long-term success.
In this course, author and JTBD expert David Duncan offers practical tips on how to uncover opportunities to better serve your customers, from one-on-one interviews and customer-first mindsets to tools for rewriting your overall business strategy. Along the way, David talks with LinkedIn chief product officer, Tomer Cohen, who shares lessons learned from the implementation of JTBD at LinkedIn, highlighting its transformative impacts across the organization. By the end of this course, you’ll be ready to use JTBD as your new organizational compass, apply it to complex business challenges, and drive long-term success.
Skills covered
Customer Service ManagementBusiness AnalyticsCustomer ServiceData ScienceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - What jobs are your customers trying to get done
1. What Is Jobs To Be Done
- 02 - Why do customers make the choices they do
- 03 - JTBD - A language, a method, a mindset
2. The Jobs To Be Done Language
- 04 - Defining customer jobs
- 05 - Looking through the jobs lens
- 06 - Caf case study - Discovering customer jobs
- 07 - Customer circumstances
- 08 - Getting to deep customer insights
- 09 - Current solutions, workarounds, and the real competition
- 10 - Quality from the customer's perspective
- 11 - Help wanted signs
- 12 - What if your customer is an organization
- 13 - Building a complete picture of the customer
3. The Jobs To Be Done Method
- 14 - The Jobs To Be Done thought process
- 15 - Talking to customers in the wild
- 16 - How to interview a customer
4. The Jobs To Be Done Mindset
- 17 - Thinking customer-first
- 18 - Four customer-centric mindsets
5. Applying Jobs To Be Done
- 19 - Creating customer-centric strategies
- 20 - Creating customer-centric innovations
- 21 - Building customer-centric organizations with LinkedIn's CPO Tomer Cohen
- 22 - Lessons learned from LinkedIn s journey implementing jobs to be done
Conclusion
- 23 - Jobs To Be Done as a way of life