The chapter explores how rail companies' metrics may not always align with passengers' emotional needs, the significance of alleviating anxiety through relevant information, and how uncertainty and subjective experiences impact passenger reactions. It emphasizes the limitations of solely relying on rationality in problem-solving, highlighting the need for a balance between objective measurements and psychological solutions to enhance consumer experiences.
In today’s episode of Nudge, Rory Sutherland explains how to
Sell a £500 hoover
Make a flight delay pleasurable
Improve the London Tube map
Persuade more effectively
Make any cafe more popular
Stop drink drivers
It’s a cracker.
(A version of this episode was released in 2021, but it’s been heavily edited so still worth tuning in to).
Access the bonus episode here: https://nudge.ck.page/a48dd10ceb
Rory’s book Alchemy: http://tinyurl.com/3ucjy6rz
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