Forces of Change
Internal Push (Frustration)
Also known as: Internal Push, Frustration
Frustration and dissatisfaction originating from the user's own experience.
A cable bill arrives with a $12 increase. A customer who has been paying $160 a month for fifteen years cancels the same day. From the outside, the $12 looks like the reason. It isn't. It's the moment when fifteen years of frustration — channels they didn't watch, outages they absorbed, price increases they accepted — finally had a number small eno...