How Sainsbury’s and Adobe nudge customers
Nudge
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Using Behavioral Science to Reduce Customer Churn
This chapter discusses how Adobe addressed the issue of customer churn by adopting behavioral science principles, specifically changing the scripts used by call center operators. It explores the power of authority bias and introduces three psychological techniques - scarcity, priming, and flipping the mindset - to influence consumer behavior and increase retention rates. The chapter also highlights the impact of meaningful questions on various industries and showcases examples of successful interventions by Ogilvy with Adobe and Sainsbury's.
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