Three Skimming Habits for Better Customer Messages
Most readers skim on a phone. Design for salience: first line carries the action, bullets carry the proof, links carry the next step.
Whether you write an SMS or a team brief, many readers skim on a phone. Behavioral economics reminds us that attention is limited—so the important line must show up early.
Habit 1 — Put the decision in the first line
Lead with the amount, deadline, or action (for example: "Pay KES 3,500 by Friday"). Supporting detail can follow.
Habit 2 — Use bullets for barriers and tests
Short bullets help operators see what you will change without reading long paragraphs.
Habit 3 — Offer one clear next step
In our articles, ecosystem pages appear as clickable links—such as Pulse, Hub, AI, and pricing. In SMS, one trusted link is better than three.
Our insights use bold highlights and key takeaway boxes for the same reason. Try templates for starter copy, or contact us to review a draft.
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