BOOK SUMMARY 28 Hooked
·
Summary written by: Alyssa Burkus
"In
order to win the loyalty of their users and create a product that's regularly
used, companies must learn not only what compels users to click but also what
makes them tick."
- Hooked, page 2
Ever
wondered why some products earn millions of dollars from passionate user
communities, while other products fail to get traction? In Hooked,
author Nir Eyal outlines everything you need to do to get your target customers
hooked on your product. It isn’t enough to create a product that catches their
attention; it needs to fulfill a fundamental need and ultimately change their
behavior. By working through a series of steps, or “hooks”, you can reach a
point where users come back to your product again and again, and eventually
become rabid fans.
“Through
consecutive Hook cycles, successful products reach their ultimate goal of
unprompted user engagement, bringing users back repeatedly, without depending
on costly advertising or aggressively messaging.”
In the
Hook Model, the behavior change starts with a Trigger, an action (whether
external, such as app notification or email, or an internal prompt from the
user themselves) that the new behavior is required. This is followed by the
Action, where the user completes the behavior prompted by the trigger.
The
difference with Hooked is the importance of understanding that
behavior change doesn’t stop with completing the action. Instead, two
additional steps are needed, where the user receives a Reward (enticing enough
to create a craving, or need to repeat it), as well as makes their own
Investment in continuing to use the product. This investment could be taking
time to improve the user experience in future interactions (such as customizing
an interface, adding data, etc.) or by inviting others to join them (such as
invitations to connect on social media). The investment step is particularly
important in increasing the likelihood that a customer will become a regular
user of your product.
In
order to get your users truly hooked, let’s take a closer look at key elements
from the Hook Model.
The Golden Egg
Scratch That Itch
".
. . the experience we are talking about is more similar to an itch, a feeling
that manifests within the mind and causes discomfort until it is
satisfied."- Hooked, page 33
If you
think about the websites, apps or tools you have only recently started using
but can’t imagine living without, you’ll be on the right track of understanding
the point Eyal is making here. For me, an example of this is Evernote, software
that lets me store all kinds of information seamlessly across my devices. It
solved a significant issue I was having with managing a massive overflow of
data, in a way that was intuitive and simple, and has become a tool I use every
day.
As you
think about launching a new product, or reexamining the ones you currently
offer, think hard about the “itch” you’re solving for your customers. Eyal
encourages companies to think about the following key questions:
·
What habits does your
business model require?
·
What problem are users
turning to your product to solve?
·
How do users currently
solve that problem and why does it need a solution?
·
How frequently do you
expect users to engage with your product?
·
What user behavior do you
want to make into a habit?
Many
product developers think about the problem they are solving, but not always
about the new user habits they are trying to create, and how best to reinforce
and support these habits into becoming long-term behavior changes.
Once
you’ve solved the habit question, you need to think about the reward and
investment elements as well.
Gem #1
Get Them Hooked
"Our
brains are adapted to seek rewards that make us feel accepted, attractive,
important, and included."-
Hooked, page 103
It’s
easy to get seduced by the “likes” and “follows” that our tweets or blog posts
generate, providing us with instant validation of our efforts, and enticing us
to repeat the cycle over and over again. If your product doesn’t involve a
reward step for its users, the interest is likely to wear off.
Similarly,
product developers should not ignore the investment step of the Hook Model.
Users spend time customizing their apps, or inviting others to join their
community because it improves their own enjoyment of it. As Eyal notes, “[t]he
more effort we put into something, the more likely we are to value it”, a
concept which extends to changing behaviors in the workplace too, as program
engagement levels can increase dramatically if employees are involved along the
way.
Product
companies looking to reach millions in sales need to push further along the
adoption curve though, and create products that inspire their customers to tell
others about their purchase.
Gem #2
From Habit To Evangelist
"Users
who continuously find value in a product are more likely to tell their friends
about it... Hooked users become brand evangelists."- Hooked, page 22
Remember
my example of Evernote? I have told lots of people, particularly other
entrepreneurs, of how my business has benefitted from Evernote, putting me
squarely on the “evangelist” side of the commitment spectrum. What’s the
ongoing value your product provides to users? What makes them take the
investment step to stay connected to your product, and ultimately upgrade,
renew or recommend your product to others? These are key elements that need to
be defined for long-term success.
I
found the Hook Model and its underlying research fascinating, as I think it
pushes us to look beyond the typical habit/action models to understand the
steps needed for more lasting behavior change. This matters not just in product
or service sales, but extends to any situation where behavior change is needed.
The
author provides lots of compelling examples of products that have dominated
their markets as a result of having elements of the Hook Model in their
solution. Thinking about the new habits you wish you could have in your own
life might be the first step you take in creating the next million-dollar
winner.
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