Decoding Customer Insights, Trust, and the Jobs-to-be-Done Framework with Bob Moesta | E1943

In this episode, Jason Calacanis talks with Bob Moesta of the Re-Wired Group about his career origins and the early lessons that shaped his path. They explore the concepts of customer understanding, deep listening, and the value of time. Discussion shifts to the pros and cons of quantitative and qualitative research, the dangers of identifying personas, and the importance of context in decision-making. They also delve into Bob's approach to interviews and how these concepts apply to various customer scenarios. Bob shares insights about his current book project and the type of companies that hire the Re-Wired Group.

Speakers

AI Chat

Bob Moesta

Guest • 52%

Jason Calacanis

Host • 47%

Bianca Veltri

Guest • 1%

Partners

Chapters

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 Podcast Network - 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?

Transcript

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