By Timothy Gohmann Image Credit: Chad Kainz (flickr) Volkswagen Group AG has admitted to gaming U.S. Environmental Protection Agency diesel-emission control testing affecting some 2 million vehicles worldwide. As a result, Volkswagen has replaced its CEO, Martin Winterkorn, with former Porsche CEO, Matthias Mueller, continues to run TV ads for its non-diesel vehicles and [...]
Marketers increasingly mold their work around the customer experience. They manufacture rich, immersive interactions, carefully crafted to resonate with consumers. A 1998 Harvard Business Review article on the ‘experience economy’ noted that “experiences are a distinct economic offering.” Quite simply, the argument runs that delightful customer experiences add value and build loyalty. And yet many companies find that objective improvements to products and services, which are central to experience, don’t translate into customers or revenue. The fact is, renovating experience is insufficient, because how we perceive an experience depends deeply on our beliefs and intuitions.
Nudges are great, but they aren’t enough. While they are elegant, nudges are (often) just tweaks augmenting a pre-existing service or policy regardless of its quality, appropriateness or fitness. It is time to go from nudging to behavioral design.
By Guy Champniss I still have vivid memories of when I was little and I started to misbehave, my mother would bend down and whisper something in my ear. Each time, it was the same thing. And each time, it stopped me dead in my tracks. ‘People are watching you’ she’d say. I’d look around [...]
