Category: Excerpts

💎 On the power of targeting rejecters when they’re partially distracted (we’re more easily persuaded)

In 1964, Festinger and Nathan Maccoby, academics at Stanford University, recruited members of college fraternities. They played those students an audio argument about why fraternities were morally wrong. The recording was played in two different scenarios; students either heard it on its own or they watched a silent film at the same time.

After the students had heard the recording, the Stanford psychologists questioned them as to how far their views had shifted. Those who had heard the argument at the same time as the silent film were more likely to have changed their opinion.

The psychologists’ hypothesis was that the brain is adept at generating counter-arguments that maintain its existing opinions, but when the brain is distracted that ability is hampered. We’re more easily persuaded when focusing on more than one thing at a time.

The lesson is clear: target rejecters when they’re partially distracted.

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

💎 On the McRib and the power of scarcity (bring back the McRib!)

1981… McRib launches. But then sales numbers came in. Unfortunately, they were lower than expected at launch. McDonald’s tried promotions and features, but not much worked. So after a few years it dropped the McRib, citing Americans’ lack of interest in pork.

A decade later, however, McDonald’s figured out a clever way to increase demand for the McRib. It didn’t spend more money on advertising. It didn’t change the price. It didn’t even change the ingredients.

It just made the product more scarce.

Sometimes it would bring the product back nationally for a limited time; in other cases it would offer it at certain locations but not others. One month it would be offered only at franchises in Kansas City, Atlanta, and Los Angeles. Two months later it would be offered only in Chicago, Dallas, and Tampa.

And its strategy worked. Consumers got excited about the sandwich. Facebook groups stated popping up asking the company to “bring back the McRib!”

Excerpt from: Contagious: Why Things Catch On by Jonah Berger

💎 On turning a dry statistic into something genuinely moving (to win people over)

Beyond War would arrange “house parties,” in which a host family invited a group of friends and neighbors over, along with a Beyond War representative to speak to them. Ainscow recounts a simple demonstration that the group used in its presentations. He always carried a metal bucket to the gatherings. At the appropriate point in the presentation, he’d take a BB out of his pocked and drip it into the empty bucket. The BB made a loud clatter as it ricocheted and settled. Ainscow would say, “This is the Hiroshima bomb.” He then spent a few minutes describing the devastation of the Hiroshima bomb — the miles of flattened buildings, the tens of thousands killed immediately, the larger number of people with burns or other long-term health problems.

Excerpt from: Made to Stick: Why some ideas take hold and others come unstuck by Chip Heath and Dan Heath

💎 On why rough layouts sell the idea better than polished ones (develop and change as you progress)

There is either too much to worry about or not enough to worry about. They are equally bad.

It is a fair accompli.

There is nothing for him to do. It’s not his work, it’s your work. He doesn’t feel involved.

If he doesn’t like the face of the girl in your rendering, or the style of the trousers worn by the man on the right, or your choice of the car he’s driving, he will reject it.

He won’t see the big idea. He will look at the girl’s face and thing, ‘I don’t like her, this doesn’t feel right.’

It is very difficult for him to imagine anything else if what you show him has such detail.

Show the client a scribble.

Explain it to him, talk him through it, let him use his imagination.

Get him involved.

Because you haven’t shown the exact way it’s going to be, there’s scope to intercept it and develop and change as you progress.

Work with him rather than confronting him with your idea.

Excerpt from: It’s Not How Good You Are, It’s How Good You Want To Be: The world’s best-selling book by Paul Arden by Paul Arden

💎 On the best copy (and revolutions)

It’s good discipline for a writer to work at a place that doesn’t believe in writing. I spent three years at BBH, where less was most definitely more. “The best copy” John Hegarty would say, “is no copy.” And: “If the French could inspire a revolution with just three words: “Liberte, Egalite, Fratenite”, why should you need any more than that to sell soap powder?”

Excerpt from: D&Ad Copy Book by D&AD

💎 On science progressing “one funeral at a time” (the old guard)

Instead of a gradual, evolving progression, Kuhn describes a bumpy, messy process in which initial problems with a scientific theory are either ignored or rationalized away. Eventually so many issues pile up that the scientific discipline in question is thrown into a crisis mode, and the paradigm shifts to a new explanation, entering a new stable era.

Essentially, the old guard holds on to the old theories way too long, even in the face of an obvious-in-hindsight alternative. Nobel Prize-winning physicist Max Planck explained it like this in his Scientific Autobiography and Other Papers: “A new scientific truth does not triumph by convincing it opponents and making them see the light, but rather because its opponents eventually die, and a new generation grows up that is familiar with it,” or, more succinctly, “Science progresses one funeral at a time”.

Excerpt from: Super Thinking: The Big Book of Mental Models by Gabriel Weinberg and Lauren McCann

 

💎 On the weakness of the arguments for targeting Millennials (it’s a lack of perspective)

Next, it’s argued that Millennials represent the future. What they do now, everyone will be doing one day. This is probably the weakest argument of all. Our job is to sell to society as it is now. Not as it will be in 10 years’ time. Young people change behaviour as they grow older, so they’re not always a reliable guide to the future. We need to distinguish ‘life-status effect’ from ‘cohort effect’. Just because young people watch less TV than average, TV viewing is not necessarily bound to decline in the future. Young people have always watched less TV than older viewers because they go out more.

We suspect that advertising’s obsession with youth is partly due to lack of perspective. We all tend to assume the average person is someone like us. And people who work in advertising are mostly young. Now there’s less TGI analysis and fewer focus groups going on, young planners are often disbelieving of how old the people buying their brands actually are (TGI reveals, for example, that the average new car buyer in the UK is 56).

Excerpt from: How not to Plan: 66 ways to screw it up by Les Binet and Sarah Carter

💎 On how shifting a brand’s comparison set can radically change willingness to pay (Tesco, PG Tips and Twining’s)

In one study I told participants that a 250g box of PG Tips cost £2.29, while the same weight of Tesco own label tea cost £1. When questioned about the price, 31% of the respondents rated PG Tips as good value.

I then asked another group the same question but with one tweak. Rather than compare PG Tips to own label it was contrasted with Twining’s, priced at £3.49. In this scenario, the number who thought PG Tips represented good value jumped to 65%.

Brands can apply price relativity in two broad ways. First, don’t accept your comparison set as fixed. Do everything you can to change the field of reference shoppers have to one that is even more profitable to you.

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

💎 On how Nespresso increased willingness to pay by changing their comparison set (“the machine’s paying for itself”)

I’ve just got one of those Nespresso machines, it’s fantastic. The really interesting thing about this Nespresso machine is that if I asked you to go out and buy those Twining’s super premium teabags which are £6.50 for 25 teabags you’d look at me as if I’m bonkers. For £6.50 you should get 100 teabags, 1,000 tea bags, you know? But actually it’s 25p for a cup of tea, it’s not bonkers, you pay a quid or two at Starbucks, but paying that for a teabag seems impossible. Wha’t clever about the espresso machine is that because it comes in individual pods, if you had to buy a jar of espresso coffee it would cost about 150 quid. You say to yourself: “I can’t, I simply cannot buy this thing, I cannot bring myself to pay 100 quid for a jar of Nescafe, it’s impossible”, but because the things come in individual pods, our frame of reference isn’t Nescafe, it’s Starbucks, where we actually pay a quid or two for a shot of coffee at Starbucks, so at 26p, well the machine’s paying for itself, right?

Excerpt from: Rory Sutherland: The Wiki Man by Rory Sutherland

💎 On the blurred lines between price and value (especially on Black Friday)

Black Friday (and now Cyber Monday) are marked clearly in shopping calendars around the world. The event started as an invention of an American organisation, the National Association of Retailers. Their aim; increase retail sales. An aim that has now well surpassed initial expectations.

For those unfamiliar, Black Friday and Cyber Monday events offer a limited number of discounted products to customers. Some retailers see customers queuing for days in advance to grab the best bargains. In many cases a retail frenzy ensues when the doors finally open.

Scarcity is one of the key factors behind the success of these shopping days. Retailers promote to customers that a limited number of items will be available at discount. Customers who might not have needed a new TV suddenly attribute additional value to it because of scarcity, turning them into must have items in conjunction with the discount

Remember, price does not equal value. This is important. Even though these shopping days provide discounts to customers, that is a reduction in price, the value of the product to a customer does not necessarily change. If they don’t need a new TV before the event, a discount is not going to change their need for it.

Limited or rare supplies are perceived by people as a threat to their freedom of choice, triggering a reaction to fight the threat and maintain their access to the resource.

Excerpt from: Product Gems 1: 101 Science Experiments That Demonstrate How to Build Products People Love by David Greenwood

💎 On the power of the centre (even when you’re a gameshow contestant)

In the UK, there was a popular game show called The Weakest Link broadcast on television that aired between 2000 and 2012. The show was presented by Anne Robinson who was known for her sharp and forthright style, to put it mildly.

If you’re not familiar with the game, each contestant answered a question in sequence determined by their position in a line up. Each correct answer earned an ever-increasing sum of money until the pot was “banked” or kept, at which point the value of the pot was reset, but the round continued. At the end of each round, the contestants voted who they’d like to eliminate until one person, the winner, remained.

If players were acting rationally, they would vote out the “weakest link”, the worst player, at the end of each round in order to “bank” the most money in preceding rounds. However, the number of incorrect answers given was not the only determining factor used by the players when deciding who to vote off.

In many cases, players overlooked errors that those in the centre of the line-up made to a greater extent than errors made by those in extreme positions. This gave centre position holders more favourable assessments and, as such, they were often ignored when it came to voting. During the twelve years that the show aired, significantly more winners came from the centre of the stage.

This phenomenon is known as the centre-stage effect, and we are influenced by it every single day. Positioning is vitally important and has drastic implications on consumer behaviour, and your own success.

Excerpt from: Product Gems 1: 101 Science Experiments That Demonstrate How to Build Products People Love by David Greenwood

💎 On the danger of (Microsoft’s) “petty” financial rewards

A promotion was launched that gave Xbox users 20 Microsoft points, a digital currency issued by Microsoft that could be used purchase a range of digital goods. There were a number of criticisms of this since discontinued digital currency, not least because points were deceptive in terms of actual real-world cost. 79 Microsoft Points was, at one point, worth about $0.99 USD.

Some back-of-the-napkin math shows Microsoft’s birthday present of 20 Microsoft points was worth just $0.25! “Don’t spend it all at once”, “100 more years and I can buy a game” and “thanks Microsoft!” are just a few of the sarcastic comments posted in the very public Xbox forums.

Microsoft got it wrong. In this instance no reward, the status quo, or simply saying “thank you” would have been better than all the negative press garnered from offering such a relatively small sum to reward users.

We reject “petty” financial rewards that do not meet our expectations. When we do accept them, it can have a negative impact on our satisfaction.

Excerpt from: Product Gems 1: 101 Science Experiments That Demonstrate How to Build Products People Love by David Greenwood

💎 On how a German village dealt with the problem of neo-Nazis (by reframing the problem)

So the local community has formed a group called EXIT, to help educate and de-radicalise young people, to encourage them to leave the group and help them find better lives.

But EXIT needs funding.

So the townspeople have decided, since they can’t stop the neo-Nazis marching, to use the march for their own ends.

Instead of resisting the march they are now encouraging the march.

Because they are using the march to raise money.

For every metre the neo-Nazis march, local businesses are donating ten euros to EXIT.

So the neo-Nazis will now be marching to fund EXIT.

The further they march, the more money EXIT gets.

If the neo-Nazis don’t like it they can stop marching.

Whichever way they decide, it’s a result for the local community.

Whether the neo-Nazis march or not, the little village wins.

The inhabitants now treat the march as something to enjoy and have fun with.

Every 100 metres there are signs stencilled on the ground, thanking the marchers for the money they’re raising:

YOU HAVE RAISED 1,000 EUROS FOR EXIT.

YOU HAVE RAISED 2,000 EUROS FOR EXIT.

YOU HAVE RAISED 3,000 EUROS FOR EXIT.

And so on.

By the time the neo-Nazis reach the cemetery they’ve marched a kilometre, which means they’ve raised 10,000 euros for EXIT.

So there is a huge rainbow sign thanking them, and the locals throw rainbow confetti over them.

Excerpt from: Creative Blindness (And How To Cure It): Real-life stories of remarkable creative vision by Dave Trott

💎 On the power of surprise to fight crime (by the London Met)

However, smart-thinking cops have found other innovative ways to tackle the problem. In 2012, Met Police officers used a borrowed No. 2 London bus to sneak up on a gang of street gamblers on Westminster Bridge. Normally, the lookouts alert the street gamblers well in advance but, on this occasion, they hadn’t anticipated the 30-plus officers who jumped out on them as the bus came alongside. More than 25 gamblers were detained and 12 were charged with gaming offences.

Excerpt from: Why Did the Policeman Cross the Road?: How to solve problems before they arise by Stevyn Colgan

💎 On the importance of creating ‘information gaps’ (to hold attention)

Loewenstein writes of a test in which participants were confronted by a grid of squares on a computer screen. They were asked to click on five of them. Some participants found that with each click, another picture of an animal appeared. But a second group saw small component parts of a single animal. With each square they clicked, another part of a greater picture was revealed. This second group were much more likely to keep on clicking squares after the required five, and then keep going until enough of them had been turned that the mystery of the animal’s identity had been solved. Brains, concluded the researchers, seem to become spontaneously curious when presented with an ‘informations set’ they realise is incomplete. ‘There is a natural inclination to resolve information gaps,’ wrote Lowenstein, ‘even for questions of no importance.’

Excerpt from: The Science of Storytelling by Will Storr

💎 On the false distinction between emotional and rational ad campaigns (demonstrated best by Volkswagen)

In advertising, we assume the only way to get an emotional response is with an emotional appeal.

But Bill Bernbach knew that isn’t true.

Look at the history of Volkswagen advertising.

For fifty years they did product demonstrations.

And they build a brand that has massive emotional appeal.

Ask anyone about VW and they’ll say “reliable”.

That’s an emotional response based on rational advertising.

Because a rational demonstration can have a more powerful emotional affect than something vacuous designed purely to appeal to the feelings.

Done properly, reason is emotion.

Excerpt from: Creative Mischief by Dave Trott

💎 On the best example of branded content being 100 years old (the Michelin Guide)

In 1900 the Michelin brothers owned a tyre company in France.

They wanted to sell more tyres.

And, in order to do that, they needed to get drivers to wear down the ones they had.

So in 1900 they issued the first Michelin Guide.

It showed all the great things to see and do around France.

It encouraged people to get out in their cars and drive to all these places.

It featured a list of sights to see, places to buy petrol, places to stay.

The locations of garages, mechanics.

And, being French, good places to eat.

Excerpt from: Predatory Thinking: A Masterclass in Out-Thinking the Competition by Dave Trott

💎 On the Theory of Omission (why copywriting isn’t like writing a book)

A book may take months to write.

Thats okay because people can take weeks to read it, savouring each word.

Copywriting isn’t like that.

Copy has to compete for attention.

We can’t assume that every word will be pored over, like a book.

That’s what made Ernest Hemingway different as a writer.

Hemingway trained as journalist.

Before he became a novelist, he worked on the Kansas City Star.

He learned the paper’s style, it became his guide to writing:

‘Use short sentence. Use short paragraphs. Use vigorous English.’

He learned to get the most from the least, to prune language.

Later in life Hemingway would call this style ‘The Iceberg Theory’.

By stating the bar minimum, you let the reader’s imagination add the part unsaid, the part below the surface.

In writing classes at universities it’s now known as ‘The Theory of Omission’.

Excerpt from: One Plus One Equals Three: A Masterclass in Creative Thinking by Dave Trott

💎 On the rational excuse justifying the emotional decision (always include one)

Reason, despite what we would like to think, is not why we do what we do: it is the result of what we feel or do.

Famed adman David Ogilvy recognized this long ago when he wrote:

“Customers need a rational excuse to justify their emotional decisions. So always include one.”

(In France I once saw this expressed as “le rationnel est l’alibi du desir”.)

Why I love this observation is that Ogilvy uses a word not often given an airing in the communications business: excuse. Not reason or even (eugh) benefit or proposition, but excuse.

Excerpt from: The Storytelling Book (Concise Advice) by Anthony Tasgal

💎 Beware fool’s gold white space (when assessing new markets)

Fool’s gold looks like gold, but it isn’t.

It’s usually some other yellow mineral like pyrite or chalcopyrite.

White space is blank, and when it’s on a strategist’s market map, it makes them think there’s a gap to be exploited.

But they might be wrong, particularly when it comes to innovations.

‘Fool’s gold white space’ is an apparent gap in the market, but in truth it’s a failure masquerading as a viable opportunity.

Many an innovator has been fooled by it.

So next time you come across what appears to be an unoccupied area, ask yourself two questions.

Why is this space unoccupied?

What do they know that we don’t?

Excerpt from: The Smart Thinking Book: 60 Bursts of Business Brilliance by Kevin Duncan

💎 On the inaccuracy of forecasters (those who don’t know they don’t know)

Every day, experts bombard us with predictions, but how reliable are they? Until a few years ago, no one bothered to check. Then along came Philip Tetlock. Over a period of ten years, he evaluated 28,361 predictions from 284 self-appointed professionals. The result: in terms of accuracy, the experts fared only marginally better than a random forecast generator. Ironically, the media darlings were among the poorest performers; and of those the worst were the prophets of doom and disintegration. Examples of their far-fetched forecasts included the collapse of Canada, Nigeria, China, India, Indonesia, South Africa, Belgium and the E.U. None of these countries has imploded.

‘There are two kinds of forecasters: those who don’t know, and those who don’t know they don’t know,’ wrote Harvard economist J.K.Galbraith.

Excerpt from: The Art of Thinking Clearly by Rolf Dobelli

💎 On our preference to tackle new goals at the start of new time periods (happy New Year!)

…the scientists have shown that people are significantly more likely to “tackle their goals,” such as starting a diet or going to the gym, after reaching a “temporal landmark.” They refer to this as “The Fresh Start Effect.” The power of this effect is large: According to the data, the typical undergraduate is 33.4 percent more likely to work out on the first day of the week and 47.1 percent more likely to work out on the first day of the new semester. This even applies to our birthdays, with the probability of going to the gym increasing by 7.5 percent on the day after a celebration. (Not surprisingly, the scientists found that this pattern doesn’t apply to our twenty-first birthday.)

Excerpt from: The Smarter Screen: Surprising Ways to Influence and Improve Online Behavior by Shlomo Benartzi and Jonah Lehrer

💎 On the danger of seeing patterns in random events (you’re probably imagining them)

In 1948, a man called B. F. Skinner put hungry pigeons into glass boxes. We’ve all done it. He had a feeder attached to each box through which pigeon food (fag ends and sick, presumably – I’ve never been sure) was dropped every fifteen seconds. The pigeons were observed for a while to see what would happen.

While research assistants hid behind one-way mirrors and made fun of the birds, congratulating each other on their hysterical but offensive club-footed, retarded, help-I’m-trapped-inside-a-box pigeon impressions, the birds themselves developed some interesting behaviours. As these fat, grey, warbling, puffed-up, disease-spreading scientists watched, they noticed that the pigeons were trying to work out what had to be done to release the food. Although the food was arriving entirely independently of their actions, an early drop would inevitably occur at the same time the bird made a particular gesture, such as bobbing its head or pecking at the roof of the box. The bird seemed to presume that this action had caused the arrival of the food, so each pigeon began to act out a ritual inside its box consisting of repeated actions misguidedly designed to trigger more food. Some would walk around in circles, others would peck repeatedly in the corner, and so on.

Excerpt from: Tricks of the Mind by Derren Brown

💎 On innocuous data signals predicting other behaviours (like your choice of browser and beer preference)

Dr Michael Housman, Chief Analytics Offices at Cornerstone OnDemand, pioneered the idea that people’s characteristics could be identified by their browser.

He analysed data from 50,000 people who his recruitment software company had helped find jobs and discovered that browser choice accurately predicted their performance. People who opted for a non-default browser, like Chrome or Firefox, lasted 15% longer in their jobs than those with a default browser, like Internet Explorer.

Housman attributed the difference to the fact that choosing Chrome or Firefox was an active decision — those workers were taking the effort to find a better browsing solution than the one pre-installed on their PC. That identified them as someone who wasn’t content with the default.

What’s the marketing application?

Clare Linford and I wondered if Housman’s finding could also be useful for marketers. Perhaps people who avoid the mainstream default browser choice, might do the same in other product categories?

We tested this hypothesis by questioning 22 lager drinkers about their brand of choice. When we split the results by their favoured browser the results were clear-cut. Only a third of lager drinkers who used Internet Explorer preferred a beer from outside the mainstream, top five lagers. However, 56% of those who didn’t use a default browser preferred a non-mainstream lager.

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

💎 On the importance of protecting time (the one thing with which it is right to be stingy)

Think of all the ways people steal your time. Seneca, the Roman Stoic philosopher, wrote, ‘People are frugal in guarding their personal property; but as soon as it comes to squandering time, they are most wasteful of the one thing in which it is right to be stingy.’ Though Seneca was writing more than 2,000 years ago, his words are just as applicable today. As he noted, people protect their property in all sorts of ways – locks, security systems and storage units – but most do little to protect their time.

Extract from: Indistractable: How to Control Your Attention and Choose Your Life by Nir Eyal

💎 On social proof inadvertently being misused and making the problem worse (the gender gap)

Take the example of getting more women on company boards, an issue widely championed by campaigners and indeed Prime Ministers, but often embodying a clear example of the ‘big mistake’. The normal centrepiece of campaigns to get more women on boards is a statistic along the lines ‘isn’t it shocking that only 25 per cent of board members are women?’ (less in some countries). It is shocking, but it’s also likely to be a message that inadvertently normalises the situation. On the other hand, if such campaigns made the equally valid point hat ’90 per cent of companies have women on their boards’, then the signalling is very different. Following discussions with Iris Bohnet, and expert on gender inequality, and Emily Walsh, special adviser to the UK’s Business Secretary, parts of the UK’s campaign to encourage more women on to boards was indeed reframed this way.

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

💎 On following the rules of business (or not)

Control Tower: ‘Maybe we ought to turn on the search lights now?’

Kramer: ‘No… that’s just what they’ll be expecting us to do.’

Most of business is run according to conventional logic. Finance, operations and logistics all operate through established best practice – there are rules, and you need to have a good reason to break them. But there are other parts of a business that don’t work this way, and marketing is one of them: in truth, it’s a part of business where there’s never best practice, because if you follow a standard orthodoxy your brand will become more like your competitors’, thus eroding your advantage. The above joke from Airplane! (1980) appears when the air traffic controller is trying to follow protocol, by turning on the lights on the runway for the approaching plane; Kramer, a war veteran, is frightened of being too predictable.” It underlines a serious point.

Excerpt from: Alchemy: The Surprising Power of Ideas That Don’t Make Sense by Rory Sutherland

💎 On the importance of giving people a sense of control (and the potential for taxation)

They invited students to a lab at Harvard University and asked them to rate pictures of various home interiors. In exchange for their time, they were given $10, but told that they were required to pay a “lab tax” of $3. The instruction was to put $3 in an envelope and hand it to the experimenter before they left. The students were not thrilled by this plan. Only half complied; the other half either left the envelope empty or gave less than the required amount.

Another group of participants, however, was told that they could advise the lab manage on how to allocate their tax money. They could suggest, for example, that their taxes would be spent on beverages and snacks for future participants. Astonishingly, merely giving participants a voice increased compliance from about 50 percent to almost 70 percent! That is dramatic. Imagine what such an increase in compliance would mean for your country, if it were translated to federal taxes.

Excerpt from: The Influential Mind: What the Brain Reveals About Our Power to Change Others by Tali Sharot

💎 On qualitative research and creative thinking in branding (how BT Cellnet became 02)

Sometimes qualitative research can provide a real platform for some genuinely creative thinking. Entire brands have been based on exactly these types of consumer insights. The team behind the re-brand of BT Cellnet had noted in their research that consumers had said ‘my mobile is as essential to me as my house keys or my wallet – I wouldn’t leave the home without it’, and from this one thought came the creative leap to the essentials of life, and hence to ‘oxygen’ and its chemical formula O2. Backed up by a series of dramatic photographs of bubbles in motions, a key visual property and an entire brand toolkit was born. It was so powerful that its launch adverts simply used this brans idea with the line ‘a breath of fresh air’ and very little else. Through multiple campaigns, straplines and ‘owners’, the company’s core ‘idea’ has remained intact for over a decade.

Excerpt from: Branding: In Five and a Half Steps by Michael Johnson