Framing what you do

How Framing And Removing Anti-Nudges Can Improve Customer Experience

Recently, I had a chance to chat with Rory Sutherland, who is Vice-Chairman of Ogilvy & Mather UK and a cofounder of #ogilvychange, their behavioural science practice. Rory is a leading thinker in the marketing and advertising space and a huge proponent of how we can use insights from cognitive psychology and behavioural economics to improve marketing and customer experience. I wanted to highlight two insights from our conversation that are both practical and useful ways that firms can think about to improve their service and experience using behavioural insights. ….[READ]

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