Can we make customers loyal to our brand?

Let's look at what customers are actually loyal to using Jobs-to-be-Done

One of truest statements I’ve ever read - and one that I repeat consistently - is “local optimization leads to global sub-optimization” and I’m not sure who to credit it to. There are a few ways to look at this. The first is that we might focus on the sexy link in a chain and try to make it even sexier (think personalization, loyalty, etc.), while completely ignoring the fact that there is a weak link that is being ignored (the product stinks).

The other way to look at it is in a process, where we focus on a single step that improves quality but reduces flow, not recognizing that a downstream is now sitting idle because it has excess capacity. While that sounds great on the surface, we’ve created waste in a part of the process.

Local optimization ignores other areas

In a nutshell, this should tell us that when we fail to consider a process fro…