Service Differentiation and Intellectual Property with Sean Flaherty of ITX

When we think of software products, we often consider them as tools that increase productivity and performance. While that's not an entirely wrong assessment, Sean Flaherty of ITX shows us how his company's service differentiation of building software products creates experiences and build relationships among users.

Sean's background in software development has led him to develop products that customers trust and can advocate for. More and more each day, we see the words "user experience" popping up and greatly impacting the way users interact with technology. Sean uses his expertise to fulfill these needs of users, and he shares his methodology on how he does it.

In this episode, we'll be talking about:

  1. The 'momentum framework' ITX uses to build trust between the user and the product

  2. How focusing on profits can hurt your business, and what you should focus on instead

  3. What the 'loyalty ladder' is, and how you can implement it into your sales process

Customers are after software products that build trust among their users, and the momentum framework allows Sean and the ITX team to create software products that connect users to the product. A relationship forms over time, creating advocates of the product.

Rather than focus on profits, Sean brings up the importance of solving problems for other people. It's estimated that over 96% of humans have an intrinsic motivation to create solutions that help others, not focus solely on profits. The potential positive impact the business and team leaves on others is far more profitable and motivating than any dollar sign.

This shift in focus from profit to people lays the framework for what Sean calls the 'loyalty ladder.' Trust, loyalty, and advocacy are the steps you need to get the customer to climb in order to become loyal advocates of your product.

Mentioned in this episode:

Mindset by Carol Dweck

The Goal by Eliyahu Goldratt

Drive by Daniel Pink

Why We Do What We Do by Ed Deci

Sean Flaherty on

PodcastListon Witherill