Piggybacking on yesterday’s article, here’s yet another example of bypassing a screen (and a few seconds) for the user makes it possible to get closer, as a consumer, to the product.
If I need a definition, I can simply say “define churn” or “churn meaning” and possibly there are some alternatives for the same outcome. What happens next is I’m prompted with Google’s dictionary of choice definition, whereas
- Google dictionary
- Find dictionary.com
- Click on it, wait for it to load
- Look for search bar
- There it is. Type in the word
- Wait for it to load
And then the result. How long would it take? Maybe 10-15 seconds? And here’s where dictionary.com’s user churn is reassigned — to this small feat that makes my life easier.
Let’s take a step back. What outcomes have we got here?
- Improved user retention on Chrome’s side
- I’d argue less user churn from the perspective that they offer me more as a browser. Yes, Safari paired with Mac OS has integrated the force touch aspect — I press my touchpad harder and the definition pops up (that’s cool as well by the way). But this Chrome feature is one of the many that tie Google’s ecosystem together (which I don’t agree with at all times, by the way, I’m not vouching my life for them)
- A stronger value delivery package for me as a user
- Less time for me means more of a win-win for both sides, consumer and producer
One can argue that something like this can be done by Google given their breadth of offering and humongous size. To which I’d say yes, indeed. But what I’ve analyzed is simply a puzzle piece out of a giant. 0.0005%.
If you argue that it’s something a company your size can’t do, that may be true. But surely you can do the 10%. Or the 5%. And if you can’t see it, this is why chagency wins, as we understand empathy and business — but that’s as much as I want to self promote.
About Ch Daniel
I run chagency, an experiences design agency that specialises on helping tech CEOs reduce user churn. We believe experiences are not only the reason why users choose not to leave but also what generates word of mouth. We’re building a credo around this belief.
I’ve also created an infinitely-valuable app for sneaker/fashion enthusiasts called Legit Check that impacted hundreds of thousands over millions of times – check it out at chdaniel.com/app
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