Vivid Recent Feedback Outweighs Representative Feedback

A few vivid recent reviews can outweigh thousands of ordinary experiences.

Availability makes memorable stories shape expectations more than representative averages.

Operating Question

What vivid story about the company is circulating, and is anyone managing it?

Why It Matters

Availability makes memorable stories shape expectations more than representative averages.

Supporting Evidence

Tversky and Kahneman on availability heuristic.

Research Notes

Apply with context: customer situation, severity, and evidence quality shape the effect.

Practical Actions

Track vivid circulating stories; respond to dramatic negatives; surface vivid positive stories.

Main Journal

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Main Journal

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Next Observation

Keep moving through the field notes.

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Next Observation

Keep moving through the field notes.

Open the next observation

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