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Blog, Podcasts and Video Clips

Every day we encounter the challenge of influencing behaviour, either our own or someone else's. So here are some tips on how...

28 Oct 2013

Micro-moments are the difference between winning and losing customers

Micro-moments can make or break a business. They seem like tiny details, but the choices you make about how to communicate something to your customer will be the difference between winning or losing. Unfortunately for this hotel they botched a micro-moment with me and heres why....

Category : Blog & News

21 Oct 2013

Reducing the Pain of Payment

Theres been some press lately on the move by Visa and Mastercard to eradicate signatures, meaning consumers could only use their PIN to authorise a payment. The Reserve Bank of Australia seems persuaded by the argument that this will help to reduce card fraud, but I thought it would be interesting to turn attention to what it may do to the behaviour of consumers....

Category : Blog & News

14 Oct 2013

Don't blame user error, your Calls to Action suck

Calls to Action are the real test of whether you have nailed your website. Recently I wrote about common traps when it comes to designing Calls to Action (CTA), and why Asking for Action is the fourth of five essentials to a behaviourally effective website. Now its time to learn some lessons in what not to do with the help of four examples from market....

Category : Blog & News

07 Oct 2013

Businesses don't run on numbers, they run on responses to numbers

Numbers are the point of truth for businesses; at the end of the day, all our plans and activities boil down to some digits on a financial statement. Numbers dominate meetings, keep people up at night and have the power to make us feel like its been a good day or not. But its not the numbers themselves that influence behaviour, its their meaning. As people in business we therefore need to understand what makes a number meaningful, and most importantly, the role we play in giving it meaning. ...

Category : Blog & News

30 Sep 2013

The stomach rules the head

I was listening to a talk by Tom Potter, founder of Eagle Boys Pizza the other day when he mentioned stomach oclock. That got me thinking about how decisions are influenced by our physical state - our tummies growling and our energy levels dropping and what this means for how we run our businesses....

Category : Blog & News

23 Sep 2013

The secret to business is knowing how to move elephants

In their wonderful change management book Switch Dan and Chip Heath popularised a metaphor first used in Jonathan Haidts The Happiness Hypothesis. Describing the two types of thinking both you and your customers use to navigate the world as The Elephant and the Rider, the metaphor is one of the most powerful tools Ive come across to explain where businesses typically go wrong in trying to get people to do stuff....

Category : Blog & News

09 Sep 2013

The bamboozling burrito offer

A friend sent through this cheeky picture of a sign for a burrito special. Buy one burrito for the price of two and get one free! Huh? Talk about putting a spin on your pricing... ...

Category : Blog & News

02 Sep 2013

How seating arrangements influence customer decision-making

If youve never before worried about how to arrange chairs in a meeting room or office, time to start. Researchers have recently found that whether chairs are in a circle or square can impact your ability to influence your customers, so take a seat and read on....

Category : Blog & News

16 Aug 2013

Too much, too soon

I was shopping for a bike the other day, went into the shop and before I could even work out which bike did what, they were in my face asking me whether I wanted to buy it. Umm. No. Goodbye. Oh, by the way did I forget to mention that the shop I was visiting was online?...

Category : Blog & News

12 Aug 2013

Technology has changed behaviour...or has it?

I recently spoke to a large, multi disciplinary PR firm on the topic of technology and human behaviour. To kick off I borrowed a couple of quotes from industry commentators that I felt summed up how a lot of business owners and marketers are feeling right now....

Category : Blog & News


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Using behavioural science to make and break habits