Richard Thaler’s 2008 book “Nudge” helped bring behavioural economics to the forefront of customer experience design and engagement. It also garnered a lot of criticism as it was felt the concepts “manipulated” customers and employees. Putting aside that marketing is all about influence (the softer word for manipulation) and has been so since the dawn […]Read More A Little Nudge Shows You Care. As Long as You DO Care.
I was catching up with a mentor and colleague a few days, and we got onto the topic of “better“. In his, as always interesting, view, it isn’t (just) “better” we should be chasing, per say, but “different”. He continued to explained that better suggest a binary, and zero-sum, view. Better implies the existing model is “worse”. Better […]Read More Don’t Be Better. Be Different.