Using this cognitive bias can make them stick around.
6 ways to delight your customers using psychology:
People judge an experience by how they felt at its peak.
The high points.
The low points.
And at the end.
Not as an a general average of the experience.
You need to identify those moments.
And make them special.
Slack celebrates when you set up your first channel.
They make a simple action a memorable moment.
So they reinforce good behaviour.
The user is more likely to do this action in future, knowing it may be rewarded.
Create a positive experience at the end of an interaction with a customer.
Flywheel sent out swag.
You could offer a bonus upgrade after signup.
A handwritten letter.
A free resource.
Work to make the end of an experience memorable.
Sending an email to a userbase is stressful.
There's undo once you press that button.
Mailchimp knows this.
So they make the experience memorable.
They show empathy.
They are with you during this moment.
Both before and and after.
Support breeds loyalty.
Paying more money should never be fun.
Zapier makes upgrading a celebratory moment.
The customer is now closer to their problem being solved.
More time saved.
Not them spending more.
Their pain of spending turns to joy.
Not knowing where your food is would make anybody hangry.
Deliveroo makes the moments waiting for your food better.
They keep you in the loop.
You can see your food on the map.
You get notifications at each point.
Customers are happier.
Don't make it make a user feel guilty for leaving.
That leaves a sour taste in people's mouths.
End it on a positive note.
So they remember you positively.
And come back.
Spotify shows you a Goodbye playlist when you downgrade.
Think about your user journey.
When are the big moments?
When are emotions the highest? Create a delightful experience there.It doesn't take much.
The right copy. An animation. A notification.
Give a positive impression of your product.
Make users want to come back
1. Get a win in early.
2. Reinforce key actions
3. Celebrate getting more value
5. Make negative moments better
6. End on the right note