The Overwhelming Email Chains of Online Shopping
AI Summary
Online shopping offers the convenience of purchasing almost anything with just a few clicks. However, the surge in emails related to online orders has become a significant frustration. A recent purchase illustrated this with a lengthy chain of emails, from order confirmation to delivery satisfaction surveys. Companies likely conduct numerous A/B tests to optimize these communications, aiming to create a positive brand experience. Yet, as Goodhart's Law suggests, when a measure becomes a target, it loses its effectiveness. These email chains, intended to enhance the shopping experience, often do the opposite. My personal workaround involves using a simplelogin alias that I deactivate immediately, but this feels like addressing a problem that shouldn't exist in the first place.
Key Concepts
Goodhart's Law states that when a measure becomes a target, it ceases to be a good measure. It highlights the pitfalls of using metrics as goals, as it can lead to unintended consequences.
Email optimization involves refining email campaigns to improve metrics such as open rates, click-through rates, and customer engagement. It often includes A/B testing and other strategies to enhance effectiveness.
Category
Customer ServiceOriginal source
https://joshghent.com/online-shopping/More on Discover
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