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The 3 Minute Rule
Posted 02-02-2010 12:09 pm by

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This is an interesting concept, more for end user than salon pro – from an article in the Harvard business review…  

While there are obvious ways to gain significant customer understanding, such as surveys and focus groups, some of the most interesting insights come from less direct analyses. Take our three-minute rule as an example. You can learn a great deal about customers by studying the broader context in which they use your product or service. To do this, ask what your customer is doing three minutes immediately before and three minutes after he uses your product or service… The three-minute rule helps highlight unique cross-selling opportunities. Many years ago, I remember doing some ethnographic research on female drug-store shoppers. One fascinating pattern we saw was that a significant number of women picked up a disposable camera after putting newborn diapers into their shopping carts. Follow-up interviews confirmed that snap-happy moms were often new moms. Placing disposable diapers close to inexpensive disposable cameras furthered this purchase pattern and would not have otherwise been an intuitive merchandising or cross-selling strategy.  

(To learn more, visit http://blogs.hbr.org/tjan/2010/01/the-threeminute-rule.html)  


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