“It’s about having a conversation with the consumer,” said advertiser Linda Kaplan Thaler. In their language.
Legibility affects our understanding. In the alpha erosion, words mean competition and market mechanism posts we looked at this idea from a producer’s angle. If a business earns excess returns it attracts competition. It’s the non-repeatable processes that allow a business to remain dominant. That is, are the advantages legible to competitors?
Another application of this idea is product development. Customers hire jobs to be done to make progress in their lives and successful product development follows the legibility of customer wants.
Thaler recalls one night on The Johnny Carson Show when an actress commented about needing her camera for a “Kodak moment”.
I looked at my team and asked if we had used that before. No, everyone said, that’s brand new.
Bingo. That’s customer language. Linda’s team had the Kodak account and making Kodak moments legible is what they sold.
Successful businesses hide legibility from their competitors and find legibility in their customers.