In this clip Hanif Joshaghani highlights the challenge of message decay in customer interactions, emphasizing that excessive messaging exacerbates the decay problem.
He notes that factors like spamming contribute to this issue, and the rise of social media from birth is reshaping how people process digital information, accelerating its half-life. It is important to not make this situation worse.
Additionally, Hanif points out that many companies focus on short-term customer metrics but fail to measure the long-term impact on customer survival rates and lifetime value, which is a critical aspect often overlooked.
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