| name | made-to-stick |
| description | Applies the SUCCESs Framework from Made to Stick by Chip Heath and Dan Heath. Use when crafting messages that need to be remembered, writing pitches, creating presentations, designing training materials, telling stories that drive action, or diagnosing why a message isn't landing. The six principles (Simple, Unexpected, Concrete, Credible, Emotional, Stories) diagnose and fix communication failures. Triggers include 'how do I make this memorable', 'my pitch isn't landing', 'people forget what we told them', 'how do I tell a better story', 'our training materials are boring', 'how do I present data compellingly', 'nobody remembers our message', 'how do I get people to care about this', 'my writing is too abstract'. NOT for channel selection (use Traction), not for brand messaging structure (use StoryBrand), not for positioning (use Obviously Awesome). |
Note: This skill is independent analysis and commentary, not a reproduction of the original text. It synthesizes the book's core ideas with modern startup practice, surfaces where frameworks are outdated or incomplete, and integrates perspectives from adjacent disciplines. For the full argument and context, read the original book.
Made to Stick
"There is no such thing as an inherently uninteresting subject. There are only uninterested communicators." - Chip Heath & Dan Heath
Should You Use This Skill?
Is your message failing to land?
|-- YES --> Do people understand it but forget it?
| |-- YES --> Probably missing CONCRETE or STORIES. Check those principles.
| +-- NO --> Do people tune out before hearing it?
| |-- YES --> Missing UNEXPECTED (no hook) or SIMPLE (too complex).
| +-- NO --> Do they hear it but not care?
| |-- YES --> Missing EMOTIONAL. They believe but don't act.
| +-- NO --> Do they care but not believe it?
| |-- YES --> Missing CREDIBLE.
| +-- NO --> THIS SKILL. Run the full diagnostic.
+-- NO --> Is the message landing but people aren't acting?
|-- YES --> Missing STORIES (no mental simulation of action) or
| EMOTIONAL (they believe but don't feel).
+-- NO --> The message is working. Don't fix what isn't broken.
The Core Insight
The enemy of sticky messages is the Curse of Knowledge.
Once you know something, you can't imagine not knowing it. You tap a song on a table and think it's obvious - but listeners guess correctly only 2.5% of the time (you predicted 50%). This is the tappers-and-listeners experiment, and it's the central metaphor of the entire book.
Every expert, every founder, every leader suffers from this curse. It makes you talk in abstractions when your audience needs concrete details. It makes you assume shared context that doesn't exist. It makes your messages forgettable.
The SUCCESs framework is the systematic antidote.
Why Most Messages Die
WHAT COMMUNICATORS DO: WHAT STICKY MESSAGES DO:
Bury the lead in context Lead with the core (SIMPLE)
Start with what's expected Start with what's surprising (UNEXPECTED)
Speak in abstractions Speak in sensory, tangible terms (CONCRETE)
Rely on their own authority Let the message prove itself (CREDIBLE)
Appeal to reason and logic Appeal to identity and feeling (EMOTIONAL)
Present conclusions Tell stories that simulate action (STORIES)
The SUCCESs Framework
Six principles. Not a checklist where you need all six, but a diagnostic toolkit. Most messages fail on 1-2 specific principles. Identify which ones and fix those.
1. Simple
Find the core. Share the core. Nothing else.
This is not about dumbing down. It's about forced prioritization - finding the single most important thing and saying it in a way that's both compact and profound.
Commander's Intent (CI): The military's solution to the Curse of Knowledge. Instead of detailed battle plans that fall apart on contact with the enemy, officers communicate the ONE thing that matters: "Break the will of the enemy in this region." Soldiers can improvise around that intent when plans fail.
Your Commander's Intent: If your audience remembers only ONE thing, what must it be?
Tools for simplicity:
| Tool | How It Works | Example |
|---|
| Inverted Pyramid | Lead with the most important info first | Journalism standard: headline, lead, details |
| Generative Analogy | Compress an idea into a schema people already have | Disney calls employees "cast members" - this single metaphor generates correct behavior across thousands of situations |
| High-Concept Pitch | Describe via known reference points | "Jaws on a spaceship" (Alien), "Die Hard on a bus" (Speed) |
| Proverbs | Compact + profound | "A bird in the hand is worth two in the bush" - simple AND deep |
The accuracy trap: Don't sacrifice memorability for completeness. "Maximize shareholder value" is accurate but generates no useful behavior. Southwest's "THE low-fare airline" is less precise but drives every decision in the company.
Test: Can a front-line employee use your message to make a decision you'd agree with, without asking you?
2. Unexpected
Get attention with surprise. Keep attention with curiosity.
Two problems, two solutions:
| Problem | Solution | Mechanism |
|---|
| Getting attention | Surprise | Break a schema (violate expectations) |
| Keeping attention | Curiosity | Open a knowledge gap, then fill it |
The surprise sequence:
- Identify the central message
- Figure out what is counterintuitive about it
- Communicate it in a way that breaks the audience's guessing machine
Gap Theory of Curiosity (Loewenstein, 1994): Curiosity happens when there's a gap between what we know and what we want to know. To make people curious: (1) point out what they DON'T know, (2) highlight that they should care, (3) fill the gap.
Mysteries vs. surprise: Surprise gets attention in a moment. Mysteries keep attention across time. Structure complex messages as mysteries when possible.
Warning: Surprise for its own sake (gimmicks) is counterproductive. The surprise must serve the core message.
3. Concrete
Speak in sensory language. Actions, things, images - not abstractions.
"Of the six traits, concreteness is perhaps the easiest to embrace. It may also be the most effective."
Why we slip into abstraction: Expertise makes you think in patterns and principles. You forget your audience thinks in concrete examples. Engineers make drawings more elaborate when they should walk to the factory floor.
Velcro Theory of Memory: The more sensory hooks an idea has, the more it sticks. Abstract ideas have few hooks. Concrete ideas (sights, sounds, smells, touch, taste) have many.
| Abstract | Concrete |
|---|
| "Increase customer satisfaction" | "When a guest's towel falls in the pool, replace it before they ask" |
| "The next great search engine" | "Seat 131 passengers, fly nonstop Miami to NYC, land on Runway 4-22 at La Guardia" |
| "We value diversity" | "Our longest-tenured member is a 73-year-old retired government worker with no prior dance experience" |
| "Improve employee productivity" | "If wireless saves an employee 1-2 minutes per day, it's paid for itself" |
The "White Things" test: Name white things in the world (hard). Name white things in your refrigerator (easy). Concreteness focuses and mobilizes thinking.
For founders: Visit actual customers. General Mills sent the Hamburger Helper team into customers' homes ("Fingertips" program). Abstract data produced abstract strategy. Concrete observation produced an 11% sales increase.
4. Credible
Make the audience believe you - or better, let them believe themselves.
Three sources of credibility, from external to internal:
| Source | Type | Examples |
|---|
| Authorities | External | Experts with credentials, celebrities, anti-authorities (real people with lived experience) |
| The Message Itself | Internal | Vivid details, human-scale statistics, the Sinatra Test |
| The Audience | Self-verify | Testable credentials ("See for yourself") |
Anti-authorities are often stronger than authorities. Pam Laffin (29-year-old smoker dying of emphysema) was more persuasive for anti-smoking than any surgeon general could be. Honesty and lived experience > status.
Statistics rule: Never use a number in isolation. Always use statistics to illustrate a RELATIONSHIP. "5,000 nuclear warheads" means nothing. One BB in a bucket (Hiroshima), then 5,000 BBs poured in (current arsenal) - the roar that went on and on, followed by dead silence. That's a statistic that changes minds.
The Human-Scale Principle: Reframe statistics in terms people can intuit. Not "sun to earth accuracy" but "New York to LA, within two thirds of an inch."
The Sinatra Test: "If I can make it there, I'll make it anywhere." One example that alone establishes credibility for an entire domain. Safexpress delivered Harry Potter books on release day (every book, every bookstore, 8 AM, no leaks) - that single credential won a Bollywood distribution deal.
Testable Credentials: The most powerful form. Outsource credibility to the audience. "Are you better off than you were four years ago?" (Reagan). "Where's the beef?" (Wendy's). Let people discover the truth themselves.
5. Emotional
Make people care. Belief without feeling doesn't produce action.
"If I look at the mass, I will never act. If I look at the one, I will." - Mother Teresa
The Rokia Study: People donated $2.38 to save one named girl (Rokia, 7, from Mali). People donated $1.14 when given statistics about millions suffering. People given BOTH Rokia + statistics donated $1.43. Statistics actively suppressed emotional giving. The analytical frame of mind is the enemy of empathy.
Three strategies for making people care:
| Strategy | Mechanism | Example |
|---|
| Association | Link idea to something people already care about | "Don't Mess with Texas" - link littering to state pride, not environment |
| Self-Interest (WIIFY) | Answer "What's In It For You?" | But go beyond features to identity - Maslow's peak, not basement |
| Identity | Appeal to who people ARE or want to be | "What would someone like me do?" (James March's identity model) |
Maslow's Basement problem: Marketers default to base-level appeals (save money, save time). Often the audience cares more about self-actualization, belonging, or esteem. "Don't Mess with Texas" worked because it appealed to Texan identity (esteem/belonging), not to environmental duty (abstract).
Semantic Stretch warning: Some words get used so often they lose emotional power ("unique," "quality," "innovative," "cutting-edge"). If a word could apply to any company in your industry, it's emotionally dead.
6. Stories
Stories are flight simulators for the brain.
Mental simulation research shows that imagining an event activates the same brain regions as experiencing it. Stories don't just inform - they prepare people to act.
Three inspirational plot types:
| Plot | Core Pattern | When to Use |
|---|
| Challenge | Underdog overcomes obstacles | When you need to inspire persistence, effort, courage |
| Connection | People bridge divides (racial, class, demographic) | When you need to build empathy, teamwork, tolerance |
| Creativity | Someone has an insight that solves a puzzle | When you need to inspire innovation, new thinking |
Springboard stories: Stephen Denning at the World Bank couldn't convince the institution to embrace knowledge management with data and arguments. He told a single story: a health worker in Zambia logging onto the CDC website to solve a malaria problem. That one story launched a transformation of the entire organization.
Spotting vs. creating: You don't need to invent stories. The best stories already exist in your organization, among your customers, in your data. Your job is to spot them and retell them.
The speakers vs. stickers experiment: After a round of one-minute speeches using statistics, only 5% of listeners remembered a statistic. 63% remembered a story. Stories are 12x more memorable than statistics.
The SUCCESs Diagnostic
When a message isn't working, use this to find the broken principle:
| Symptom | Likely Broken Principle | Fix |
|---|
| "It's too complicated" | Simple | Find Commander's Intent. Cut everything else. |
| "People tune out immediately" | Unexpected | Lead with what's counterintuitive. Open a gap. |
| "They nod but forget it next day" | Concrete | Replace abstractions with sensory details and examples. |
| "They don't believe us" | Credible | Add anti-authorities, Sinatra Test examples, testable credentials. |
| "They believe but don't care" | Emotional | Make it about one person, not millions. Appeal to identity. |
| "They care but don't act" | Stories | Give them a mental simulation. Tell a Challenge or Springboard story. |
The Communication Framework
Every communication task maps to SUCCESs:
I need my audience to... Use this principle:
PAY ATTENTION Unexpected (surprise + curiosity gap)
UNDERSTAND AND REMEMBER Concrete (sensory, tangible, specific)
BELIEVE / AGREE Credible (authorities, details, Sinatra Test, testable)
CARE Emotional (individual focus, identity, self-interest)
ACT Stories (mental simulation, springboard stories)
Simple isn't listed because it's the prerequisite for all of them. If you haven't found the core, none of the other principles can save you.
Scope and Limitations
What This Framework Gets Right
- The SUCCESs checklist is genuinely diagnostic - identifies WHICH principle is failing
- Curse of Knowledge concept is universal and immediately useful
- Works for any communication: pitches, presentations, copy, training, internal memos
- Evidence-based - most principles backed by research studies
- The "clinic" format (before/after message comparison) is immediately actionable
What's Dated or Limited
- No digital-native guidance. Written in 2007, before social media, short-form video, or AI. The principles are timeless, but application to tweets, TikToks, and AI-generated content requires adaptation.
- Academic tone in places. The book itself occasionally violates its own principles by being abstract when discussing research methodology.
- Doesn't address channel or format. Tells you how to make a message sticky, not where to deliver it (Traction) or how to structure a narrative for marketing specifically (StoryBrand).
- Weak on visual communication. The principles apply to visual design but the book provides no specific guidance for it.
- Individual message focus. Doesn't address how sticky messages fit into a larger marketing system, sales funnel, or brand architecture.
The Honest Assessment
Made to Stick is a message design toolkit. It helps you craft individual messages that land. It doesn't help you decide what to say (that's strategy), where to say it (Traction), or how to structure your overall brand narrative (StoryBrand). Think of it as the quality control layer that sits on top of your messaging strategy.
Supporting Files
- frameworks.md - SUCCESs principle deep dives, Message Clinic framework, the Villain Lineup (Curse of Knowledge variants)
- cases.md - Cases organized by principle: Southwest, Clinton '92, Palm Pilot, Nordstrom, Jane Elliott, Boeing 727, Pam Laffin, Safexpress, Rokia study, Don't Mess with Texas, Jared/Subway, Stephen Denning/World Bank
- examples.md - SUCCESs audit worksheet, message clinic template, Commander's Intent worksheet, statistic-reframing worksheet, story-spotting interview templates
- integration.md - Integration and conflicts with StoryBrand, Obviously Awesome, Traction, $100M Offers, Lean Startup, SPIN Selling, Mom Test, Influence, Four Steps
