Have you ever thought that saying “thank you” can help you to build new relationships? A study conducted by the University of New South Wales has shown for the first time that thanking a new acquaintance for their help makes them more likely to seek an ongoing social relationship with you.
Expressing gratitude changes how others perceive you. “Saying thank you provides a valuable signal that you are someone with whom a high-quality relationship could be formed,” says UNSW psychologist Dr Lisa Williams, who conducted the research with Dr Monica Bartlett of Gonzaga University in the US.
Old-fashioned good manners and a simple thank you are among the best ways to establish new relationships, UNSW research shows
If you can make it memorable, for instance, to write a handwritten thank-note, it can be miraculous. It makes others feel important to perceive you as someone who should be reciprocated with the equally generous intent.
Duncan Wardle is former vice president of innovation and creativity at Disney, the world’s most creative organization, the Walt Disney Company. He now serves as an independent innovation and design thinking consultant, helping companies embed a culture of innovation and creativity across their organization.
He was a keynote speaker at South Summit 2018. His impressive speech was persuasive enough to reiterate the famous quote of Albert Einstein, “Imagination is more important than knowledge. For knowledge is limited, whereas imagination embraces the entire world, stimulating progress, giving birth to evolution.”
Here are six beautiful excerpts of his speech:
“Consumer insights have been under-used.”
“Big data is faster but consumers are humans, they have emotions.”
“If you are not doing different, you are not innovating.”
“13% of a human brain is conscious, 87% is unconscious. You cannot access the subconscious brain when stressed.”
“AI will not have curiosity, imagination, creativity and intuition. Humans are born with it.”
“50% excited, 50% frightened is a good place to be.” Talking about bravery and risk.
Have you ever thought of pricing beyond cost + margin?
Did you ever notice the way you make decisions by available choices?
Did you ever feel curious when a book judged by its compelling cover became a boring read?
Have you ever thought why a shirt is priced at 2999 instead of 3000?
Most of the times we make irrational iterations to justify the rationality of our decisions. Psychology plays a mindboggling part in pricing and many times we fall into the trap of it and end up buying more, expensive or even useless.
Psychological pricing has many forms, and you may come across many such types of things around your local retailers or grocery shops. Just like I bought apples on a relatively high price because of a sticker depicting “High Quality,” only to find them rotten inside. Damn smart street vendors!
The decoy effect is definitely not the only cognitive bias that is apparent in humans.
To understand The Decoy Effect, let’s start with an example:
The Economist is widely known for using The Decoy Effect. Out of the below-mentioned choices, try to choose one out of three offers:
Many of us will argue that the offer I (left) is the best option. It is cheap to have both the subscription for US$15, which are worth of US$24 (US$12 each). You will suddenly feel that you are making a rational choice with a right amount of deal. Other options seem irrelevant, and you are ended up spending more even if you do not need one or other kind of subscription.
Dan Ariely found in The Economist magazine and wrote about in his book Predictably Irrational but it touches on the concept of decoy pricing or the “asymmetric dominance effect” effect.
Let’s take another example: The bottle with $30 tag suddenly becomes reasonable after the introduction of $50 tag bottle.
Why do we do the things we do? What is it exactly that drives our action? What do we know about our motives? A consumer decision-making journey is not easy to understand. We rarely make rational choices in our lives and our purchases!
The consumer decision journey has evolved significantly over the past decade due to the internet, digital innovation and the subsequent rise of the internet. Consumers are moving outside the marketing funnel by changing the way they research and buy products. Instead of a path to purchase that is traditionally linear, it has become more of a cycle. Moreover, it is not just dependent on products or brand, it involves channels too.
i5 model involves 5 steps of consumer journey: Introduction, Inspection, Investigation, Involvement and Inclination. It defines how a consumer starts its journey by need recognition and eventually passes through various steps to develop loyalty towards a brand or make an exit to explore other options.
Introduction is the first step when a consumer recognizes a need and interprets it for myriad reasons. It includes psychological as well as physiological needs. The arousal of need is triggered by the stimuli (internal and external), stronger the stimuli, stronger will be the motivation to further involvement in the decision-making process.
In this step, a consumer tries to evaluate his association with brands. The salience or a brand being top of mind in a decision situation is the first critical factor. Any first-hand experience (past usage) with the brand and second-hand experiences (influencers) on social media or directly communicated by the brand. The overall positive feeling created by these experiences will nudge consumers to choose one brand over another.
During the investigation stage, a consumer looks after the channel which suits the most. It may involve convenience, low prices, offers or lock into a loyalty-based program. With the continuous evolvement of e-commerce platforms and comparison sites, a consumer inclines to make a smart decision. Furthermore, the combination of both channels (online and offline) is also in use to decide to purchase. The concepts like “showrooming,” are byproducts of it.
Involvement is the user experience phase or the period of usage. It is the “moment of contact” of a brand and a customer.
Involvement creates experience and experience shapes inclination. How well a brand delivered against expectations is critical to developing the loyalty loop, advocacy and repurchase decision. An unsatisfied consumer exits the journey to look after further options.