The Flywheel / Service / 16 Experiences
Experiences
Serve what was promised, again and again. That is Adoption, and what it teaches feeds Trends.
The tool for this step
The Pulse
Keep the promise, again and again. Keep every promise, see who keeps coming back and who leaves, and send what you learn to the Compass to start the next turn.
What it is
Experiences keeps the promise, again and again. That is adoption: people coming back without being reminded, because it keeps doing for them what it promised.
It is also where the loop closes. What it teaches about who stays, who leaves and what they ask for next goes straight back to the Compass, and the next turn begins.
How to run it
This is the LEARN handoff. Research starts again from what the Pulse sends the Compass.
What you produce
The Pulse: keep the promise, again and again. Keep every promise, see who keeps coming back and who leaves, and send what you learn to the Compass to start the next turn.
Examples
What the letters taught
Most readers stayed; many asked whether they could send a letter back. That behaviour, people wanting to write, not just read, went straight to the Compass as a signal. The next turn started there.
Where it goes wrong
- Calling sign-ups adoptionAdoption is repeated, voluntary use that people keep choosing. Nothing else counts.
- Buying retentionDiscounts to stop people leaving hide the signal they were sending.
- Ignoring who leavesThe people who leave know exactly what is missing. They are the cheapest research you will ever get.
- Ending the loop hereIf nothing goes back to the Compass, it was a project, and projects end.
What it hands on
The Compass reads the Pulse, and Research starts again.