Campfire 72: Hooked! How To Turn Your Experience Into A Habit

Acquiring a new customer costs five to 25 times more than retaining an existing one (Harvard Business Review).

So, if we can create experiences that people return to again and again, we’re not only designing a more satisfying experience, but a more profitable experience – and more sustainable business.

So how can you turn your experience’s customers into experience addicts?

The key is this: to design “habitual experiences” – experiences that people come to through habit.

Nir Eyal is the author of the bestselling book Hooked, which has an average rating of 4.6 from over 4,600 Amazon reviews.

In it, he explains how to build habit-forming tech products – but we don’t think his ideas are limited to the likes of Facebook or Google.

Whether you work in CX, theme parks, wellbeing, or any other area of the Experience Economy, knowing how to turn someone into a habitual, loyal customer who keeps coming back to your experience is priceless knowledge.

In our penultimate Campfire of season 5, join Eyal and experience experts as we investigate the ideas in Hooked and experiment with how we can use them across the Experience Economy.

In anticipation, think about these 3 questions:

1. What “triggers” do you use to inspire your customers to take action? Are these external or internal? And how can you turn external into internal?
2. Do you already deliver intermittent variable rewards?
3. What investment do people make in your experience to hook them into coming again?

*NB: This event is for WXO Members ONLY. To attend Campfires, click here to apply to join the WXO.*