Category: Experience

💎 On reframing the irritating noise of planes flying overhead (get people involved)

When the US Air Force faced opposition to its flying over residential neighbourhoods someone had the bright idea of circulating much more information about the different aircraft being flown. Though that didn’t reduce the noise level, it certainly change the reactions to it – and as any cognitive psychologist will tell you, most perception is interpretive. “Look – it’s the new F15!” feels very different from, “it’s another bloody plane flying overhead”.

As an aside, as battles continue over airport expansion in the UK and elsewhere, I’m inclined to think that a similar techniques might be used to persuade potentially affected residents as to the benefits of a new runway or airport by offering them generous annual vouchers for flights and holidays around the world from the airport. Rather like the US Air Force’s approach, it might dramatically change how you feel about the noise and be more effective than cash alone. “That’s my holiday to Barbados this year!” you’d think as a plane roars over, giving you a personal and positive interest in the outcome of expansion rather than simply seeing it as an irritation.

Excerpt from: Inside the Nudge Unit: How small changes can make a big difference by David Halpern

💎 On why using claimed data in general to understand your audience can be misleading (Facebook likes vs. Spotify streams)

An example from Seth Stephens-Davidowitz illustates the problem. He looked at the gender of Katy Perry Facebook fans and found that they were overwhelmingly female. However, Spotify listening data revealed the gender split was much more balanced: Perry was in the top ten artists for both genders. If the music label used the Facebook data to target their advertising they’d be way out.

Does that mean the new data streams are junk and best ignored?

Not at all. Observed data is an improvement on claimed data, but it’s still flawed. To understand customers we need a balanced approach, using multiple techniques. If each technique tells us the same story then we can give it greater credence. If they jar then we need to generate a hypothesis to explain the contradiction.

Let’s go back to the Katy Perry example. A simple explanation would be that while both genders enjoy listening to her, far more women are comfortable expressing that publicly. If a record label wants to sell Katy Perry songs or encourage streaming, then Spotify data would be ideal. However, if they want to promote her concerts, it would be better to use the Facebook numbers. Neither data set is right in any absolutist sense – they are right in certain circumstances.

Excerpt from: The Choice Factory: 25 behavioural biases that influence what we buy by Richard Shotton

💎 On why TED talks are 18 minutes long (long enough to be serious and short enough to hold people’s attention)

It is long enough to be serious and short enough to hold people’s attention. It turns out that this length also works incredibly well online. It’s the length of a coffee break. So, you watch a great talk, and forward the link to two or three people. It can go viral, very easily. The 18-minute length also works much like the way Twitter forces people to be disciplined in what they write. By forcing speakers who are used to going on for 45 minutes to bring it down to 18, you get them to really thing about what they want to say. What is the key point they want to communicate? It has a clarifying effect. It brings discipline.

Excerpt from: TED Talks: The official TED guide to public speaking by Chris Anderson

💎 On the power of aligning incentives (jumping out of a plane)

Here’s another example: in World War 2, US paratroopers had a problem with the fact that, allegedly, one in twenty chutes failed in some way. The soliton was to require the packers and inspectors to regularly jump out of airplanes using parachutes chosen at random from the store. The quality of packing then rose to 100 per cent and stayed there. “The packers are all jumpers,” explained on NCO to Stars and Stripes magazine: ” We try to have each man jump once a month. That’s a pretty food way to keep them honest on the tables.”

Excerpt from: One Step Ahead: Notes from the Problem Solving Unit

💎 On how labour leads to love (baking cakes)

When instant cake mixes were introduced in the 1950s as part of a broader trend to simplify the life of the American housewife by minimising manual labour, housewives were initially resistant. The mixes made cooking too easy, making their labour and skill seem undervalued.

Learning this, Betty Crocker, one of the leading manufacturers of mixes, changed their recipe to require adding an egg. This simple change caused sales to skyrocket. Infusing the task with labour appeared to be a crucial ingredient in the product’s success.

When people create products with their own labour, their effort increases their perception of the end product’s valuation. And while some labour is enjoyable and allows for product customisation—both of which might increase valuation—research suggests that labour alone can be sufficient to induce greater liking and value associated with the results.

Excerpt from: Product Gems 2: 109 Science Experiments That Demonstrate How to Build Products People Love by David Greenwood

💎 On the power of uncertainty to increase savings participation (Premium Bonds)

More than 22 million UK citizens, about one-third of the population, have invested over £68 billion in premium bonds despite the interest rate they offer is well below that offered by other savings products. The reality is, unless you win one of the very large prizes, you will be worse off holding premium bonds than investing elsewhere.

So why are they so popular? It’s down to uncertainty. Uncertainty creates more positive, exciting experiences. We get excited by the unknown. Uncertainty increases one’s investment of effort, time, and money in pursuing rewards—even when the outcome is likely to be worse than more certain alternatives.

Excerpt from: Product Gems 2: 109 Science Experiments That Demonstrate How to Build Products People Love by David Greenwood

💎 On obsessing over easily quantified data often having damaging results (the invention of the Tesco “Free From” range)

The obsession with easily quantified date crowds out the need for discretion and judgement.

Two examples illustrate the resulting issues. First is the experience of Terry Leahy who, when he was head of marketing at Tesco, analysed the performance of their gluten-free products. The sales data hinted it was an under-performing section – those that bought gluten-free goods only spent a few pounds on these items each shopping trip. A naive interpretation suggested de-listing them to free up valuable shelf space.

However, sceptical of the number, Leahy interviewed gluten-free shoppers and discovered that their choice of supermarket was determined by the availability of those products. They didn’t want to make multiple shopping trips, so the visited whoever had the specialist goods. After all, every shop had milk and eggs but only sone stocked gluten-free goods. Leahy used this insight to launch Tesco’s hugely successful “Free From” range long before the competition.

Excerpt from: The Choice Factory: 25 behavioural biases that influence what we buy by Richard Shotton

💎 On the danger of falling for the idea of brand love (it’s not because of some strong emotional bond)

“Most of a brand’s customers think and care little about the brand, but the brand manager should care about these people because they represent most of the brand’s sales.” Professor Byron Sharp, How Brands Grow (Oxford University Press).

Even this customers who repeatedly buy from your brand most likely do so out of simple habit and the product delivering on their needs. Contrary to the moonshine widely peddled by many branding and advertising “experts”, it’s not because of some strong emotional bond.

When we exaggerated the role that the brand plays in people’s lives, it leads to self-important and phoney advertising. People are smart enough to realise this and know when they’re being patronised.

Excerpt from: How To Make Better Advertising And Advertising Better by Vic Polinghorne and Andy Palmer

💎 On the power of reframing to define the debate (encouraging support for new policies)

In effect, positioning an idea doesn’t merely “frame” it so that it carries a certain meaning; it actually defines the terms of the debate itself.

For example, by almost two-to-one, Americans say we are spending too much on “welfare” (42 percent) rather than too little (23 percent). Yet an overwhelming 68 percent of American think we are spending too little on “assistance to the poor,” versus a mere 8 percent who think we’re spending too much. Think about it: What is assistance to the poor? Welfare! So while the underlying policy in question may be the same, the definition — welfare versus assistance to the poor — and positioning make all the difference in public reaction. If the context is a government program itself, the process and the public hostility is significant. But if the context is the result of that government program, the support is significant.

Excerpt from: Words That Work: It’s Not What You Say, It’s What People Hear by Frank Luntz

💎 On the danger of forgetting who the end user is (journalists write for other journalists)

There’s another risk factor among the outlets that consider themselves to be “quality” journalism – that writers become more concerned with the opinion of other journalists than with the audience. This is a concern that dates back at least to the 1970s. “Journalists write for other journalists, the people they have lunch with rather than the reader,” an unnamed journalist said at the time, leading one academic to conclude: “Their image of the audience is hazy and unimportant… they care primarily about the reaction of the editor and their fellow-reporters.”

This tendency is exacerbated in US award culture, where the most prestigious prizes favour journalism written in great length – often 10,000 words or more and presented in a dense, discursive fashion. These pieces are often, for a journalist like me, a joy to read and are often produced over the course of months. They are often the very best articles their outlets produce – but it’s not hard to argue that they’re not as accessible or impactful as they could be.

Excerpt from: Post-Truth: How Bullshit Conquered the World by James Ball

💎 On the downside of spreadsheets and the illusions they create (intangible factors aren’t so easily quantified)

The spreadsheet is a tool, but it is also a worldview — reality by the numbers… Because spreadsheets can do so many important things, those who use them tend to lose sight of the crucial fact that the imaginary businesses that they can create on their computers are just that — imaginary. You can’t really duplicate a business inside a computer, just aspects of a business. And since numbers are the strength of spreadsheets, the aspects that get emphasised are the one easily embodied in numbers. Intangible factors aren’t so easily quantified.

Excerpt from: The Tyranny of Metrics by Jerry Muller

💎 On the importance of judging a presentation by its effect (not its technical excellence)

In here delightful book, On Speaking Well, Peggy Noonan (who wrote speeches for former Presidents Bush and Reagan) tells a story about Coco Chanel that illustrates this important distinction. Chanel believed that the hallmark of a great dress was that it didn’t call too much attention to itself. Thus if a woman walked into a room wearing one of her dresses and everyone said, “What a fabulous dress!” she had failed. Success came when the woman walked into the room and people said, “You look fabulous!”

In the same way, a presenter fails if people say “What a great presentation!”.

Excerpt from: Perfect Pitch: The Art of Selling Ideas and Winning New Business by Jon Steel

💎 On our tendency to underestimate how much social proof affects our behaviour (increasing busking donations)

At a busy New York City subway station we hired researchers to count the number of commuters who donated to a street musician as they walked past.

After a short time a small change was made to the situation that had an immediate and impressive impact. Just before an approaching (and unsuspecting) commuter reached the musician, another person (who was in on the act) would drip a few coins into the musician’s hat in view of the approaching commuter. The result? An eight-fold increase in the number of commuters who chose to make a donations.

In a series of post-study interviews with commuters who did donate, every one of them failed to attribute their action to the fact that they had just seen someone else give money first. Instead they provided alliterative justifications: “I liked the song he was playing”; “I’m a generous person”; and “I felt sorry for the guy.”

Excerpt from: The Small BIG: Small Changes that Spark Big Influence by Robert Cialdini, Noah Goldstein, and Steve Martin

 

💎 On the unintended consequence of banning things making them more desirable (changing our perception of them)

The second reaction to the the law was more subtle and more general than the deliberate defiance of the smugglers and hoarders. Spurred by the tendency to want what they could no longer have, the majority of Miami consumers came to see phosphate cleaners as better products than before. Compared to Tampa residents, who were not affected by the Dade County ordinance, the citizens of Miami rated phosphates detergents as gentler, more effective in cold water, better whiteners and fresheners, more powerful on stains. Affect passage of the law, they had even come to believe that phosphate detergents poured more easily than did the Tampa consumers.

Excerpt from: Consumer Reaction to Restriction of Choice Alternatives by Michael Mazis and Robert Settle

💎 On how little shoppers notice when in store (sleep shopping)

One successful example was Sainsbury’s in 2004 who realised much supermarket shopping was done in a daze. “Sleep shopping” as they termed it. Shoppers were buying the same items week in, week out — restricting themselves to the same 150 items despite there being 30,000 on offer.

AMV BBDO, Sainsbury’s creative agency, went to great lengths to dramatise the extent of sleep shopping. They hired a man dressed in a gorilla suit and sent him to a Sainsbury’s to do his week’s shopping. They questioned shoppes as they were leaving the store and a surprisingly low percentage had noticed him. When shoppers are on autopilot it’s hard to grab their attention.

Excerpt from: The Choice Factory by Richard Shotton

💎 On how scarcity of goods and exclusivity of information significantly increases sales (a double whammy)

After we talked in my office one day about scarcity and exclusivity of information, he decided to do a study using his sales staff. The company’s customers—buyers for supermarkets or other retail food outlets—were phoned as usual by a salesperson and asked for a purchase in one of three ways. One set of customers heard a standard sales presentation before being asked for their orders. Another set of customers heard the standard sales presentation plus information that the supply of imported beef was likely to be scarce in the upcoming months. A third group received the standard sales presentation and the information about a scarce supply of beef, too; however, they also learned that the scarce-supply news was not generally available information—it had come, they were told, from certain exclusive contacts that the company had. Thus the customers who received this last sales presentation learned that not only was the availability of the product limited, so also was the news concerning it—the scarcity double whammy.

The results of the experiment quickly become apparent when the company salespeople began to urge the owner to buy more beef because there wasn’t enough in the inventory to keep up with all the orders they were receiving. Compared to the customers who got only the standard sales appeal, those who were also told about the future scarcity of beef bought more than twice as much.

Excerpt from: Influence: The Psychology of Persuasion by Robert Cialdini

💎 On why collective behaviour is so hard to predict

Pitts put it. ‘A one-man riot is a tantrum.’ So how does a riot grow from a single person? In 1978, Mark Granovetter published a now classic study looking at how trouble might take off. He suggested that people might have different thresholds for rioting: a radical person might riot regardless of what others were doing, whereas a conservative individual might only riot if many others were. As an example, Granovetter suggested we imagine 100 people hanging around in a square. One person has a threshold of 0, meaning they’ll riot (or tantrum) even if nobody else does; the next person has a threshold of 1, so they will only riot if at least one other person does; the next person has a threshold of 2, and so on, increasing by one each time. Granovetter pointed out that this situation would lead to an inevitable domino effect: the person with a 0 threshold would start rioting, triggering the person with a threshold of 1, which would trigger the person with a threshold of 2. This would continue until the entire crowd was rioting.

But what if the situation were slightly different? Say the person with a threshold of I had a threshold of 2. This time, the first person would start rioting, but there would be nobody else with a low enough threshold to be triggered. Although the crowds in each situation are near identical, the behaviour of one person could be the difference between a riot and a tantrum. Granovetter suggested personal thresholds could apply to other forms of collective behaviour too, from going on Strike leaving a social event.

Excerpt from: The Rules of Contagion: Why Things Spread — And Why They Stop by Adam Kucharski

💎 Statisticians, like artists, have the bad habit of falling in love with their models

The second kind of response is at the other extreme. Rather than ignore results, people may have too much faith in them. Opaque and difficult is seen as a good thing. I’ve often heard people suggest that a piece of maths is brilliant because nobody can understand it. In their view, complicated means clever. According to statistician George Box, it’s not just observers who can be seduced by mathematical analysis. “Statisticians, like artists, have the bad habit of falling in love with their models,’ he supposedly once said.

Excerpt from: The Rules of Contagion: Why Things Spread — And Why They Stop by Adam Kucharski

💎 On safety measures causing people to take more risks

Economists call this excessive risk-taking when you know you’ll be bailed out ‘moral hazard’. To reduce moral hazard on the road, the economist Gordon Tullock once argued that instead of mandating seat belts, the government should require large spikes to be installed in the centre of steering wheels – known as Tullock spikes. These spikes would make drivers more aware of the danger of driving too fast. The Bank of England doesn’t quite do that.

Excerpt from: Can’t We Just Print More Money?: Economics in Ten Simple Questions by Rupal Patel and Jack Meaning

💎 On how adding a little bit of effort into learning increases probability of remembering

In one study published in 2014, researchers from Princeton and UCLA examined the relationship between learning and disfluency by looking at the difference between students who took notes by hand while watching a lecture and those who used laptops. Recording a speaker’s comments via longhand is both harder and less efficient than typing on a keyboard. Fingers cramp. Writing is slower than typing, and so you can’t record as many words. Students who use laptops, in contrast, spend less time actively working during a lecture, and yet they still collect about twice as many notes as their handwriting peers. Put differently, writing is more disfluent than typing, because it requires more labor and captures fewer verbatim phrases. tale When the researchers looked at the test scores of those two groups, however, they found that the hand writers scored twice as well as the typists in remembering what a lecturer said.

Excerpt from: Smarter Faster Better: The Transformative Power of Real Productivity by Charles Duhigg

💎 On how, once we decide upon a way of thinking, we struggle to see the other side

One important study of the power of such decision-frames was published in 1984, after a researcher from Northwestern asked a group of participants to list reasons why they should buy a VCR based on their own experiences. Volunteers generated dozens of justifications for such a purchase. Some said they felt a VCR would provide entertainment. Others saw it as an investment in their education or a way for their families to spend time together. Then those same volunteers were asked to generate reasons not to buy a VCR. They struggled to come up with arguments against the expenditure. The vast majority said they were likely to buy one sometime soon.

Next, the researcher asked a new group of volunteers to come up with a list of reasons against purchasing a VCR. No problem, they replied. Some said watching television distracted them from their families. Others said that movies were mindless, and they didn’t need the temptation. When those same people were then asked to list reasons for buying a VCR, they had trouble coming up with convincing reasons to make the purchase and said they were unlikely to ever buy one.

What interested the researcher was how much each group struggled to adopt an opposing viewpoint once they had an initial frame for making a decision. The two groups were demographically similar. They should have been equally interested in buying a VCR. At to very least, they should have generated equal numbers of reasons to buy or spurn the machines. But once a participant grabbed on to a decision-making frame—This is an investment in my education verses this is a distraction from my family

Excerpt from: Smarter Faster Better: The Transformative Power of Real Productivity by Charles Duhigg

💎 On the illusion of progress being a motivating factor to continue (a diet)

One place to start is to highlight ways people already agree or are already moving on in the desired direction. One diet and exercise book cleverly leverages this idea. Rather than starting off by trying to convince people to be healthier, the author points out that this is something they already want: “Congratulations! Whether you realize it or not, simply by picking up this book you have taken the first of what I hope will be many steps, both large and small, simple and challenging, toward the most rewarding journey of all—the road to reclaiming your physical health, well-being, and happiness.” By pointing out ways people are already on board, the author encourages readers to see their position on the field as closer to the end goal. Which makes them likely to stick around for the next phase of the journey (Greene, 2002, p. 9).

Excerpt from: Catalyst by Jonah Berger

💎 On why we often, mistakenly, think the past was a golden age (we just forgot about all the shitty shit)

This argument — for example, “Why isn’t music as good as it used to be?” — reflects a historical selection bias, one colorfully described by the designer Frank Chimero. “Let me let you in on a little secret,” he writes. “If you are hearing about something old, it is almost certainly good. Why? Because nobody wants to talk about shitty old stuff, but lots of people still talk about shitty new stuff, because they are still trying to figure out if it is shitty or not. The past wasn’t better, we just forgot about all the shitty shit.”

Excerpt from, You May Also Like: Taste in an Age of Endless Choice by Tom Vanderbilt

💎 On the danger of interpreting data at face value (Alex Ferguson’s mistake selling Jaap Stam)

Another example, this time involving Manchester United manager, Sir Alex Ferguson, didn’t have such a happy ending. Opta data showed that his star defender, Jaap Stam, was making fewer tackles each season. Ferguson promptly offloaded him in August 2001 to Lazio — keen to earn a high transfer fee before the decline became apparent to rival clubs.

However, Stam’s career blossomed in Italy and Ferguson realised his error — the lower number of tackles was a sign of Stam’s improvement, not decline. He was losing the ball less and intercepting more passes that he needed to make fewer tackles. Ferguson says selling Stam was the biggest mistake of his managerial career. From then on he refused to be seduced by simplistic data.

These criticisms don’t mean you should disregard tracking data. Expecting any methodology to be perfect is to burden it with unreasonable expectations. Instead, you need to be aware that it merely provides evidence to which you need to apply your discretion and judgement.

Excerpt from: The Choice Factory: 25 behavioural biases that influence what we buy by Richard Shotton

💎 On changing the subjective experience rather than the objective reality (Houston airport baggage waiting times)

In the early 2000s, the management at Houston airport was dismayed by the number of passenger complaints it was receiving.

The main issue was delays at the baggage carousel: by this point passengers were often at the end of their tether and even trivial delays tested their patience.

In response, the airport approved a hefty budget for more baggage handlers. At first, the cash looked well spent as waiting times dropped to eight minutes, about average for an airport. But complaints remained stubbornly high.

The authorities considered hiring more baggage handlers but that was prohibitively expensive. Instead, the managers took a psychological approach: they focused on improving the subjective experience rather than the objective reality.

One fact they had discovered earlier became key: people spent about a minute walking to the carousel and eight minutes waiting. The authorities re-routed passengers after passport control so they had to walk further. This meant they spent about eight minutes walking to the carousel and just a minute waiting.

Even though the time they picked up their bags was the same, complaints plummeted. In the words of Alex Stone, who reported on the Houston redesign for the New York Times, “the experience of waiting is defined only partly by the objective length of the wait”. What matters more is perception and an unoccupied wait feels far longer than an occupied one.

Excerpt from: ‘Customer experience is as much about perception as reality’ in Marketing Week

💎 On the power of expectations to shape our experience of products (you taste what you expect to taste)

Pour a bottle of Gallo into an empty 50-year-old bottle of French Burgundy. Then carefully decant a glass in front of a friend and ask for an opinion.

You taste what you expect to taste.

Blind taste testings of champagne have often ranked inexpensive California brands above French ones. With the labels on, this is unlikely to happen.

You taste what you expect to taste.

Were it not so, there would be no role for advertising at all. Were the average consumer rational instead of emotional, there would be no advertising. At least not as we know it today.

Excerpt from: Positioning: The Battle for Your Mind by Al Ries

💎 On the Illusory Superiority Bias (we’re unduly negative when assessing others)

Second, more generally, we’re unduly negative when assessing others. That is, we suffer from an ‘illusory superiority bias’: we tend to think that we’re better than the average person when considering positive traits. Experiment after experiment has shown we rate our relationship happiness, leadership skills, IQ and popularity higher than those of our peers. Eight in ten of us deem our driving ability to be better than the average. To see how pervasive the illusory superiority bias is, we took a large, representative sample of the population in one of our surveys and asked half of the people what their chances were of being involved in a road accident, as either a road user of pedestrian, in the coming year, and asked the other half what the other’ chances were. There was a big difference. 40% in the first group picked the lowest probability option, while only 24% in the second group picked that option for others.

Excerpt from: The Perils of Perception Why We’re Wrong About Nearly Everything by Bobby Duffy

💎 On the danger of uncritically listening to claimed data (you’ll be misled)

If Rudder’s study hunted at lying, the National Survey of Sexual Attitudes and Lifestyle (NATSAL) categorically confirms it. The survey, conducted among 15,000 respondents by UCL and the London School of Hygiene and Tropical Medicine, is the gold standard of research. In 2010 it found that British heterosexual women admit to a mean of eight sexual partners, compared to twelve for men. The difference is logically impossible. If everyone is telling the truth the mean for each gender must be the same.

All of this foes to show that advertisers trying to understand their customers have a problem: if they listen uncritically to consumers, they’ll be misled.

Excerpt from: The Choice Factory: 25 behavioural biases that influence what we buy by Richard Shotton

💎 On how poorly set targets lead to unintended consequences (Dead Sea scrolls to company boards)

In 1947, when the Dead Sea scrolls were discovered, archaeologists set a finder’s fee for each new parchment. Instead of lots of extra scrolls being found, they were simply torn apart to increase the reward. Similarly, in China in the nineteenth century, an incentive was offered for finding dinosaur bones. Farmers located a few on their land, broke them into pieces and cashed in. Modern incentives are no better: company boards promise bonuses for achieved targets. And what happens? Managers invest more energy in trying to lower the targets than in growing the business.

Excerpt from: The Art of Thinking Clearly by Rolf Dobelli

💎 On how we overestimate ourselves (even when it comes to our image)

Whitchurch and Epley took photos of people and blended their facial image, in 10% increments with either an attractive or unattractive face. So the face became more or less attractive. We then showed people all 11 versions of their faces – their actual face, the 5 blended with the highly attractive face, and the five blended with the highly unattractive face—in a randomly ordered lineup and asked them to identify which face was their own. We found that people tended to select attractively enhanced images of themselves, thinking they were more attractive than they actually were.

Excerpt from: Mindwise: How We Understand What Others Think, Believe, Feel, and Want by Nicholas Epley