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...
08 May 2014
Will charging $6 for a visit to the doctor change behaviour?
The Australian Federal Government is expected in Tuesdays Budget to introduce a $6 user-pays fee for visits to the doctor. A contentious decision, but rather than focussing on the politics of the situation, lets instead look at the behavioural implications and what we in business can take from this....
Category : Blog & News
05 May 2014
When making it hard for customers can be a good thing
Can making life more difficult for your customers work to your advantage? In this world where keeping it simple is the mantra, is there an upside in doing the opposite? You betcha! Heres why......
Category : Blog & News
28 Apr 2014
Is it better to be wanted or needed?
Is it better to be wanted or needed? For too long businesses have clung to the proposition that meeting a customer need is the way to success when in fact it is the power of desire that changes behaviour....
Category : Blog & News
14 Apr 2014
Pinpointing where your behavioural weaknesses lie
One of the trickiest parts of working out how to improve conversion is pinpointing the underlying behavioural cause. This free tool will help you identify where to focus your attention to maximise your performance....
Category : Blog & News
07 Apr 2014
There's a time and place for confusing your customers
One of my key rules for behaviour change is what I call the Effort:Reward Equation. In short, when E > R, behaviour doesnt happen. The task for businesses is to always ensure that whatever we ask of our customers - read, click, call, think, pay - is exceeded by what they receive. Heres how one of Australias famous museums gets the equation right in some ways and wrong in others. ...
Category : Blog & News
31 Mar 2014
Why creating pain for customers can be a good thing
Its a feeding frenzy right now in Australia as Health Insurance companies use the 1st April price rise to try to win customers looking for a better deal. But one seems to have the edge of the others and heres why. ...
Category : Blog & News
24 Mar 2014
A lesson in how to upsell your customers
Booking airport parking something usually approached with a clear cost/benefit mind-set. How much are you willing to pay for the benefit of being close to the terminal? Well heres how one parking provider made me feel like Id won even though I paid more than I had intended; a lesson in how to upsell your customers....
Category : Blog & News
14 Mar 2014
4 behavioural lessons from the mini-bar
As the old joke goes, theres nothing small about mini-bar prices and while Im typically too tight to buy anything on offer, this mini bar menu helpfully illustrates four behavioural principles you should consider for your business....
Category : Blog & News
10 Mar 2014
Persuading customers that your prices seem fair
Paying $16.40 rather than $50 is a good deal, right? Thats what I thought when I caught the train instead of a taxi from Sydney airport to the city. So I was surprised to hear how many Sydneysiders have been outraged by the cost of this fare. Whats going on? And what does this have to do with Starbucks and your business?...
Category : Blog & News
03 Mar 2014
Shaping your customer's Personal Context
You may have thought it impossible - a way to get into the minds of our customers from the comfort of your seat - but over the past few articles we have been peeling back the layers to see how behavioural economics can do exactly that. So far we have looked at how behaviour is shaped by the Environment you establish and who is around in your customers Social context. Our final instalment in the Customer ESP series looks at how behaviour is influenced by the Personal Context....
Category : Blog & News