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For Customer Experience Professionals

The Dark Pattern Trap: How To Prevent Decisions That Help Short-Term KPIs But Hurt Loyalty

February 26, 2020

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Why Read This Brief

Many companies drive growth by manipulating customers — breaking no laws but breaking trust. While these design decisions can boost revenues in the short term, they frustrate customers, demoralize employees, repel job candidates, and invite regulatory scrutiny. This brief outlines pragmatic strategies to help customer experience (CX) professionals identify dark patterns and combat the short-term thinking behind them, to steer their firms toward the sustained growth that arises from strong customer loyalty.

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