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How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
Millions of us fiercely defend our right to make “free” choices, while we ignore how those choices are manipulated upstream by menus we didn’t choose in the first place.
When people are given a menu of choices, they rarely ask:
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MORE IDEAS ON THIS
We’re told that it’s enough for businesses to “make choices available.”
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Here’s the unfortunate truth — several billion people have a slot machine their pocket:
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Another way apps hijack you is by taking your reasons for visiting the app (to perform a task) and make them inseparable from the app’s business reasons (maximizing how much we consume once we’re there).
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Companies know that messages that interrupt people immediately are more persuasive at getting people to respond than messages delivered asynchronously (like email or any deferred inbox).
In other words, interruption is good for business.
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102 reads
Apps can exploit people’s inability to forecast the consequences of a click.
People don’t intuitively forecast the true cost of a click when it’s presented to them.
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We’re all vulnerable to social approval. The need to belong, to be approved or appreciated by our peers is among the highest human motivations. But now our social approval is in the hands of tech companies.
Everyone innately responds to social approval, but some demographic...
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101 reads
Another way to hijack people is to keep them consuming things, even when they aren’t hungry anymore.
How? Easy. Take an experience that was bounded and finite, and turn it into a bottomless flow that keeps going.
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Consumer culture is very good at making us want more & more. Underneath all the hype & marketing is the implication that more is always better. I bought into this idea for years. Make more money, visit more countries, and have more experiences.
More is not always better. In fact, the opposi...
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