What People Actually Buy

People don’t actually buy a product. And the marketing notion of “solutions” is not really something customers buy in to, either – it’s closer to the truth, but an over-simplification that can distract you from what it’s actually about.

When you purchase a cup of coffee, you’re buying a caffeine shot, or a bit of pastime, or an enjoyable moment chatting with friends – or a combination thereof.

When you purchase a car, you buy the ability to get from A to B with some additional requirements/benefits, it may serve as a status symbol, and so on.

It’s about purpose, the difference between the means and the goal. When product developers and companies forget this, both their product and their communications go weird. And when community advocates don’t keep this in mind, they won’t understand client behaviour.

Take someone on their way to work who is going to get stuck in morning traffic. They might buy a cup of coffee, but a hot drink can be dangerous in a car. They could get a croissant or other pastry, but that can get grease and crumbs over the business attire. So they might instead go for a milkshake – it’ll have a cover and a straw, and takes a fair while to drink. It satisfies the objective: pastime. That’s what that person is actually buying.

I think it’s a neat example because it shows that for this market, coffee, pastries and milkshakes are actually direct competitors and the specific “features” for selecting one or the other are not at all what you might otherwise expect. For instance, it’s not primarily about the quality of the coffee: this buyer group has dismissed the coffee option well before even getting to that consideration, so making improving the coffee quality is not going to make them change their mind. Good to know!

I’m writing about this today because I’m seeing so many articles and blog posts about Apple after the passing of its co-founder Steve Jobs. There are lots of technological (hardware and software engineering) and business ideological (licensing) aspects so Apple is very interesting to review in this way, and much can be learnt from it.

But it’s really very important to realise that when someone purchases an iPhone, they’re buying productivity, status, ease-of-use-through-familiarity, easy integration with other hardware, and so on. Similar analysis can be done for the iPad and Mac laptops/desktops.

It’s definitely possible to point to other hardware and prove that it’s better, and to another software environment and prove that it provides more freedom. But if “better hardware” and “software freedom” are not high on the consumer’s list of requirements, even winning that argument wouldn’t make a difference to their behaviour.

If you were intent on having them care for either or both of those things, then you need focus on that prerequisite first. In a nutshell, “better” or even “fit for purpose” is relative to the objective, and it’s not at all about speed and features and quality. For some those things can be a factor, but you need to figure that out and chances are it ranks lower than other issues. Someone’s reason for choosing Windows or OSX “over Linux” is not the same as your reason for choosing Linux over Windows and OSX.

Years ago I purchased a MacBook. I’ve written about this before, what I was actually buying then was the ability to suspend/resume reliably, and have working wifi on my laptop. It was something Linux didn’t offer me at the time – that’s sorted now and I now actually run Linux on my old MacBook hardware. My next laptop won’t be an Apple, or at least not for the purpose of running OSX. I like free (as in open) software, but I also have work to do. So every time it comes up, I have to make a pragmatic choice.

At many tech conferences, including those in the Open Source space, you will see a huge number of MacBooks. If you want to know why those people bought them, ask. You’ll find it most educational. Just make sure it’s not perceived as an attack of their choice or ethics or whatever, because chances are you’re not the first to ask and there have been others with an agenda.

If you want to potentially convince people to buy different stuff, you really need to first understand why they’re currently purchasing the things they are. Don’t presume. Then either find or create a product that matches their specified needs better, or come up with a need that will rank higher but hasn’t previously been applied.

Yes, that’s what Apple has done under Steve Jobs’ leadership. And whatever you may think of the hardware, software, marketplace and licensing, I regard it as a great accomplishment in product development and marketing. I appreciate that that doesn’t rank highly from a tech perspective, but I do believe it’s not only worthy of respect but definitely worthwhile understanding.

If you are active in this field either developing products or in the community, and don’t yet understand that Apple didn’t just create another computer, walkman and phone, do learn about this as it’s essential to what you’re trying to do. It’s not about then copying that, but about understanding how it works.

Why You Can’t Buy Creativity – The 99 Percent

End or Dip Predicted for VC Finance – WSJ


“Venture capitalist John Steuart warns that the curtain is about to fall on start-up financing.”

Of course, this doesn’t trouble an Upstarta!

Kinda funny as well as sad to read the drama in that article, as if it’s the only way…

Do, or Do Not – There is no Try

Famous words spoken by Yoda (Star Wars). I generally despise Star Wars for its atrocious dialogue and many other aspects, but I love the Yoda character. Essentially he’s a Buddhist, and in Buddhism everything is relative. But doesn’t the phrase declare something absolute? No. It’s about the approach.

Trying in itself is not a true objective: you do something with the objective of completing it. Should it not work out, then you have tried. In a nutshell, “I tried” is a possible description or explanation of an incomplete or unsatisfactory outcome, which is obviously not something you aim for beforehand, or even less “declare”.

The fact that the English language allows you to use the verb in that way doesn’t negate the negative psychological aspect of doing so – forget hype, psychology is very powerful when it comes to achieving things.

Analogy: if you’re a cyclist, you’ll probably know from experience that focusing on “not hitting the pole standing in your path” will actually make you hit it. Feel free to try (!) this for yourself. You need to aim for a gap (way through), not the obstacle.

Patent Troll Says Anyone Using WiFi Infringes – Techdirt


Just in case you still thought that software and abstract/method patents were a good and sane idea promoting business and innovation… do read this article on Techdirt. This new troll approach is all about going after small businesses that offer Wi-Fi services. You know, your local coffee shop, your library, the hotel down the way.

It’s a simple extortion scheme: “Pay us a few grand and we won’t sue you.” Even if it wouldn’t hold up in court, a small business can’t afford the legal expense and is likely to simply pay up on demand. All of us will get targeted directly or indirectly by this nonsense, it really has to stop – be stopped.

Also note this article from 2008, referencing a Haliburton patent application for the process for patent trolling. I kid you not. A quick search at USPTO reveals that the application still exists in the system (but hasn’t been approved at least).