The Recency Bias Can Change Your Customer's Decisions

The recency bias suggests that when we're presented with information, we don't weigh it all evenly. A study involved sending customers a high quality copy of a handwritten note to thank them for their purchase. And it turns out receiving this handwritten note can make customers much more likely to buy again. The study focused on notes in e-commerce deliveries, but other research suggests that the effect extends to service content to like hotels and restaurants.