Not Just What, But When
When it comes time to buy, the customer's priorities change. She might well buy from whichever store offers same-day delivery and installation.
Netflix better take care not to fall for the same mistakes Mr. Goizueta made with the launch of New Coke.
The real trick is to learn how to read between the lines and ascertain the root objection.
Imagine somebody wants to document your (presumably) unique company culture. You invite her to one of your morning meetings. Now, does her observation confirm or contradict your ads?
Some of you are trying to achieve a goal. That goal has an aspect of time. To double the sales volume by 2025… To buy our biggest competitor by the end of year…
When almost no one is in the market for what you sell — i.e., when it’s slow season — then almost no one is searching on relevant keywords.
Don’t try and beat your competitor at their game. Change the rules.
Why do some customers not buy from you? Be like that two-year-old and constantly ask why. Discover answers no one has before, and you’ll find profound truths to your whys.
Remove the poison quickly and surgically. Although they’re high performers bringing in new money, they’re rotting it one asshole move at a time.