Stealing time from customers

When you make a good product or service more efficient, you are giving your customers time.

Never take any of that time back in the future or customers will never forgive you. New versions of a product should always take less of customers time (or the same time at the very least).

How do you take time from customers?

  • Make the product/service less efficient
  • Add unnecessary features
  • Make things slower
  • Leave bugs that confuse and stop flow where it was seamless before

Sure, the newer product may still be better than anything people had before. But you’ve already given them that time, and it’s too late to go back. Charlie Munger calls this “deprival super-reaction syndrome” — another way of saying loss aversion.

Cross-posted on the Atlastory Blog

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