if you're transparent about the efforts that you've undertaken to create your product people will appreciate it more (The Labour Illusion)

πŸ’Ž If you’re transparent about the efforts that you’ve undertaken to create your product people will appreciate it more (The Labour Illusion)

While Kayak.co.uk searches the Web for your flight from London to Lanzarote, the site gives you a real-time update of the work it’s performing (now searching Iberia … now searching Aer Lingus … ). Research shows that waiting can increase satisfaction if customers get the impression that work is being done on their behalf during the delay. This β€œlabor illusion” is so powerful that it leads customers to prefer services that make them wait to services that provide the same quality immediately.

Except from:Β Happy Money: The New Science of Smarter Spending by Elizabeth Dunn and Michael Norton

Facebook Comments

Product Geek?

Join over 5,000 product geeks and get one email every Monday containing the best excerpts I've read over the previous week.

See some of what you're missing...