Chapter 10:
Market attention
To change a customer’s behavior, first capture their attention. Attention is precious because buyers can only consider one thing at a time, whether they’re reacting to an interruption or consciously focusing on what’s important. The modern world wages a war of engagement, weaponizing notifications, livestreams, and clickbait that overload our sensemaking filters. We spend our lives paying attention to what others find engaging.
We’re focusing on changing customer behavior, which is the main goal of a startup, underdog, or challenger brand. But if you’re the market leader, you care about a different kind of behavioral change: immunizing your existing customers against competing messages by making it easy for them ...
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