Your Business is a Black Box

The Pullfillment Gap

Pull Basics

Pull = expressing demand, what customers give in exchange for an intended ...

Pullfillment, which is what they get in exchange

The Pull to Pullfillment conversion process is an attempt by customers to move from a current state to a desired state. It’s like they pull a piece of the ground back to create a hole in the expectation of it becoming filled with a certain pullfillment.

Simple, right?

The Move Up to Pullfillment

Customer pull to move from their current state to a new, desired state that we call  “pullfillment” since it results from successful pull.


People “pull” by  giving money,  time, and effort in various ways. It’s an exchange of value that needs to feel fair or better to the customer.

Pullfillment Ratio

The pullfillment ratio is the relationship between what customers give and what they get in return.  It’s a visual representation of value from the customer perspective.

How hard they have to pull – the amount of money they have to give and the  time & trouble do they need to go through to get the pullfillment they want is represented by horizontal length: from left to right.

The resulting pullfillment, getting what they want, is represented by vertical height from bottom to top.




We define “fair value” pullfillment where customers get what they want and no more with a 45 degree angle. The height and width are even.

So, a great pullfillment is shaped quite differently from a poor one. It is higher relative to its width.

Poor value, where the pullfillment falls short of expectations, is more “squashed” and longer relative to its height.


What’s the height/length ratio of your solution compared to alternatives from the
customers’ perspective?

How well do you know your customers’ ideas of pullfillment?

How hard do they have to pull for it relative to other solutions?

What would be the next steps for creating greater pullfillment?


Now is a good time to consider the Three Types of Pull

The Three Types of Pull

The three types of pull we are examining are

1. Purchase Contact Pull- trading money, time, and effort for the Pullfillment you sell.

2. Remedy Contact Pull- trading time and effort for a fix to Pullfillment that fell short.

3. Attention Pull- trading time and attention to learn how to maximize Pullfillment.


Pull Category


How they pull



Contact Pull

Direct Contact, Interactive

Money, time, effort

Purchase value

Time of Purchase

Contact Pull

Direct Contact,

Time & effort

Fix problems (Close pullfillment gap)


Attention Pull

Via Media, typically online, no direct interaction yet

Time, attention, engagement

Gain skills,  knowledge, motivation, inspiration




Attention pull happens continuously, but we are concerned now with that which comes before the purchase and thus influences it.

Remedy pull, taxing the system of your business to “make things right” –comes after the purchase.




Remedy Contact Pull is intended to close the negative “pullfillment gap” where the pullfillment falls short.


Similarly to Purchase Pull,  Remedy Pull expends the resources of a business-as-system.

But, unlike Purchase Pull, Remedy Pull doesn’t typically bring in money in exchange.


The Pullfillment Gap that causes Remedy Pull also causes negative reviews and reduced repeat purchases.

Eliminating any negative Pullfillment Gap and accompanying Remedy Pull helps  business growth and success.


And fortunately, a Pullfillment Gap can go the other way too.



Steering Pull

So your business, as mentioned in the black box post,  is a pull-to-pullfillment conversion system.



Now, let’s return to the point made in the "3 types of pull" table of studying pull over time.

Remember, the order is Attention Pull, Purchase Pull, and (if there is any) Remedy Pull. These can be symbolized by


eye= attention pull

dollar symbol= purchase pull

boomerang= remedy pull



Knowing that your business is a catalyst to convert Purchase Pull to Pullfillment:


Where thought leadership comes in is “steering the pull”. How do you do that?


If you only influence people by trying to have the best pullfillment conversion for purchase pull, you've missed the opportunity of thought leadership and will only be competing as a commodity. You'll be working with the same pull as everyone else.

The opportunity is to lead their thinking to steer and shape the pull so the pull-to-pullfillment conversion is unique, elevated from typical pullfillment in the  business' category and  defined by you and your organization.

If you do it right, you or your organization will be the only choice.


Effectively steering pull this way requires understanding and shaping the harmonics of pull with thought leadership. 

More is coming on the harmonics of pull in the next post.


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