Learn more about product with this collection
How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
Social Reciprocity (Tit-for-tat)
- You do me a favor — I owe you one next time.
- You say, “thank you”— I have to say “you’re welcome.”
- You send me an email— it’s rude not to get back to you.
- You follow me — it’s rude not to follow you back.
13
126 reads
MORE IDEAS ON THIS
Inconvenient Choices
We’re told that it’s enough for businesses to “make choices available.”
- “If you don’t like it you can always use a different product.”
- “If you don’t like it, you can always unsubscribe.”
- “If you’re addicted to our app, you can always uninstall it from your phone.”
12
93 reads
Bundling Your Reasons with Their Reasons
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).
12
95 reads
Instant Interruption vs. “Respectful” Delivery
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.
13
101 reads
Forecasting Errors, “Foot in the Door” strategies
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.
14
96 reads
If You Control the Menu, You Control the Choices
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:
- “what’s not on the menu?”
- “why am I being ...
16
206 reads
Fear of Missing Something Important (FOMSI)
- This keeps us subscribed to newsletters even after they haven’t delivered recent benefits
- This keeps us “friended” to people with whom we haven’t spoke in ages
- This keeps us swiping faces on dating apps, even when we haven’t even met up with anyone in a while
- This ...
16
118 reads
Social Approval
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...
14
99 reads
Put a Slot Machine In a Billion Pockets
Here’s the unfortunate truth — several billion people have a slot machine their pocket:
- When we pull our phone out of our pocket, we’re playing a slot machine to see what notifications we got.
- When we pull to refresh our email, we’re playing a slot machine t...
14
121 reads
Bottomless bowls, Infinite Feeds, and Autoplay
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.
15
112 reads
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Say No And Offer An Option
A straightforward NO can seem rude, and that’s probably why we avoid it. A better way is to provide a polite no, with an option or an alternative, to help them reach their goals.
Example: While emailed by a colleague to meet up for a project over a cup of coffee, one can say “Hey Thank...
Be persistent in asking for feedback
When getting a cursory response — “No, that was great, you were excellent” — ask follow up questions. “Thank you, and what are two to three things I could do differently next time to be better?”
Journaling for Social Anxiety
1.After you “screw up” or say something you “shouldn’t have” – write down what you’ll say next time
2. Before and after going to an event or meeting, write down how you’re feeling, what makes you nervous and what you could do in the worst case scenario
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