On strategic padding to set expectations

πŸ’Ž On strategic padding to set expectations

researchers at the Kellogg School of Business. The researchers found that published flight times had increased over 8 percent in the past twenty years. But this increase was due not to changes in the time it actually takes to get from point A to point B. Rather, they found that this extra time was β€œstrategic padding.” Airlines intentionally reported flight times as being longer than expected so that they could positively surprise customers in flight when they announced the early arrival time (which was-actually the: real estimated arrival time all along). On-time or ahead-of-schedule flight arrivals result in happy customers. And our idea about what is on time or ahead of schedule has everything to do with the expectations that are set.

Excerpt from: Blindsight: The (Mostly) Hidden Ways Marketing Reshapes Our Brains by Matt Johnson and Prince Ghuman

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