One theme that comes up repeatedly in what I read, and thus write, is the importance of Triggers. In my February analysis of Jonah Berger’s book Contagious, I discussed how triggers are one of the five core elements to creating a product with word of mouth. Then in June, I discussed Nir Eyal’s bestseller, Hooked, in which the author builds a model on creating a habit-forming product; triggers represent one of four phases of the model. Given the importance of word of mouth (virality) and habit (retention) as two of the three core components of customer lifetime value (LTV), this highlights the crucial role that triggers provide in success.
The role of triggers in virality and retention
Triggers are reminders for people to talk about our product, game or ideas. In Berger’s book, triggers are the foundation of word of mouth and contagiousness. For example, you may regularly show images of your game with coffee, so that people will think about and start discussing your product when they go to Starbucks.
The first step of Eyal’s Hook Model of retention is triggers. Triggers cue the user to take action. There are two types of triggers: external and internal. Habit-forming products start by alerting users with external triggers like an email, a website link or the app icon on a phone. An external trigger communicates the next action the user should take. Online, an external trigger may take the form of a prominent button, such as the Play Now button on many games. When users start to automatically cue their next behavior, the new habit becomes part of their everyday routine. Continue reading “Lifetime Value Part 23: Triggers, the key to both retention and virality”
One mistake I frequently see is when tech or game companies underestimate the competition, particularly when responding to a competitor’s product or game. Coupled with the need to be 9X better to get someone to switch to your product, this failure leads to many businesses nose-diving.
Thinking your competitor is dumb
The most basic mistake is acting as if you are smarter than your competitor. Although most readers of this blog are quite intelligent (hence, why you are reading this blog ☺), so are leaders of your competitors. You are not going to create a more successful product or better game simply because you are smarter than other companies in the space. They also have great teams who are looking at the market. You need to find true competitive advantages. You are not going to win just because your mother told you that you were smart. Continue reading “Don’t underestimate the competition”
I recently read The Second Machine Age by Erik Brynjolfsson and Andrew McAfee and they highlighted a phenomenon extremely critical for technology and game companies. The economy has evolved, especially for apps and other entertainment products, from a system in which there are multiple profitable products to one where there is one product that sees tremendous success and virtually all competitors are failures.
Why the economy has become winner takes all
There are three reasons described in the book that winner-takes-all markets have come to dominate the landscape. In addition to the three I detail below, I have noticed an additional strong factor in the app and gaming spaces.
- Shifts in the technology for production and distribution, particularly these three changes: a) the digitization of more and more information, goods, and services, b) the vast improvements in telecommunications and, to a lesser extent, transportation, and c) the increased importance of networks and standards. Digitization creates winner-take-all markets because with digital goods capacity constraints become increasingly irrelevant, according to Brynjolfsson and McAfee. A single producer with a website can fill the demand from millions or even billions of customers.Facebook is a great example. Since they have had little trouble scaling (not meaning to underestimate the tech effort but proprietary technology was not the key to Facebook’s growth), it did not leave room for competitors to be a successful second or third social network. In the twentieth century, even a business as successful as a Facebook would only have been able to satisfy a subset of potential customers, leaving profitable opportunities for competitors to satisfy people who could not get Facebook. With digitization, everyone can get Facebook.
- Technological improvements in telecommunications and transportation that expand the market individuals and companies can reach contributes to winner-takes-all markets. If there are many small local markets, there can be leading local providers in each (winners for those markets), and these local heroes frequently can all earn a good income. If these markets merge into a single global market, top performers have an opportunity to win more customers, while the next-best performers face harsher competition from all directions. A similar dynamic comes into play when technologies like Google or even Amazon’s recommendation engine reduce search costs. Suddenly second-rate producers can no longer count on consumer ignorance or geographic barriers to protect their margins.A great example is the demise of chain restaurants, like Darden’s Red Lobster chain, which were very profitable until Yelp came around and helped people find better dining options.As the authors point out, when there are capacity constraints or significant transportation costs, then the best seller will only be able to satisfy a small fraction of the global market. Inferior products will also have a market. Fast forward to now and the top-quality provider can capture the whole market. The next-best provider might be almost as good, but it will not matter. Each time a market becomes more digital, these winner -take-all economics become more compelling.
- A third reason the authors cite is the increased importance of networks (like the Internet or credit card networks ) and interoperable products (like computer components) can also create winner-takes-all markets. The App store is an example of this phenomenon. When Apple’s app ecosystem is strong, buyers will want to buy into that platform, attracting even more developers. But the opposite dynamic can unravel a dominant standard, as it almost did for the Apple Macintosh platform in the mid-1990s. Like low marginal costs, network effects can create both winner -take-all markets and high turbulence.
- There is a fourth driver that the authors do not discuss but that contributes to the winner-takes-all phenomenon: The emergence of freemium and free-to-play business models. When a product is sold discretely as a one-time purchase, it is created to have a limited life, be a consumable. People will use it or play it, finish it and move onto a product so there is room for second and third best products. With a free-to-play or freemium product, however, rather than creating a consumable the company creates a service that is constantly upgraded with new content and features. Thus, the user never uses up the product and has no need to switch to the second best offering.
Continue reading “Winner takes it all”
For those of you who foolishly decided to take a vacation this summer rather than stay at home and read my blog, I wanted to summarize what I feel were my top ten posts this summer (and below will also summarize the rests of my posts since I am sure you will want to catch up on all of them). Continue reading “My top ten summer posts”
Last month, I wrote how Uber’s partnership with Open Table shows the value of strategic partnerships to all businesses. The Motley Fool just published an analysis that shows how Uber has teamed up with Starbucks, TripAdvisor, Hyatt Hotels and United Airlines in addition to Open Table. This means that a user making a reservation with OpenTable could also book a ride with Uber to get to the restaurant. Passengers on United Airlines could book Uber vehicles, along with their tickets, to pick them up from the airport. A Hyatt guest could book a room and get an Uber ride from the airport to the hotel.
The impact of these partnerships is huge. In the Motley Fool piece, they calculate that if only 6 percent of Open Table reservations then use an Uber, it will double Uber’s monthly active users. Furthermore, the partnerships can help increase Uber’s revenue 5X, to over $1 billion annually.
This analysis further strengthens the point that partnerships are an incredibly powerful way of growing your business. Rather than just focusing on building everything internally, partnerships can speed your growth often at a lower cost.