Unconventional Wisdom

Thanks Marco Kamerling for wrapping up our 5-day Birthday video series in style! Patrick Sharpe, Beatriz Arevalo, Allison Varley, Ph.D.

Part 3 of our daily series this week features our longest-standing client: Laya Healthcare. We were blown away by Aideen McGrath's answers to the usual three questions for our one-year anniversary: - What's ONE thing that sets Unconventional Wisdom apart? - Give us ONE example where they've helped you - How would you sum them up in ONE word? Patrick Sharpe, Allison Varley, Ph.D.

Part 2 of our Happy Birthday Unconventional Wisdom series this week: the inimitable Weiting Bollu - thanks so much for sharing your thougths with us

Unconventional Wisdom is one year old! 🥂 🥳 But we would have never made it this far without the trust of our amazing clients, who have engaged us to tackle their trickiest customer behaviour conundrums and pain-points. So every day this week we've got a short interview with a client where we asked them 3 question: - Describe Unconventional Wisdom in ONE word - What the ONE thing that sets them apart? - When's the right time to engage with them? First up, Nicholas Howard, CTO at Assurance. Patrick Sharpe Will Trump Allison Varley, Ph.D.

In the past year, our Unconventional Wisdom behavioural scientists have become embedded into a 4 separate companies' UX Design teams - a great partnership which Will Trump reflects on in Naresh Shan's latest podcast episode - do check it out!

Wow - that feeling when a quick post on LinkedIn about Pret’s coffee subscription model gets you on the radar of the retail sectors top publication, Retail Week Congrats to our very own Will Trump for being featured in this recent article on customer loyalty “customers need things that are very simple to wrap their heads around,” says Will. “Pret has now moved to something that is more complicated and you almost need a spreadsheet to figure it out. That’s not how people work." Full article linked below Unconventional Wisdom, Patrick Sharpe, Krishane Patel, PhD, Jez Groom, Richard Lim, Nick Holzherr, Dr Lizzy Lubczanski, Liam McDermott, Henry Dowler https://lnkd.in/ePrJ485p

We've now been asked by 3 separate companies to help them with the voicebot they're building. Does that make us experts yet? Maybe... Often the problem our clients face is that the voicebot **can** perform a task with great accuracy (e.g. identifying a customer based on personal details) BUT it's leading to customer confusion or disatisfaction. As well as bringing the latest academic research to bear on the topic, we find that mostly the issue comes down to an "empathy gap": companies forget that the customer needs hand-holding, expectation setting and explanation at each step of the way. In short: you may be building a voicebot - but you are not dealing with a robot on the other end of the line. So if your company has a chatbot or voicebot, feel free to send it our way for a Behavioural Diagnostic and Improvement We've produced a checklist of key factors to bear in mind when building a chatbot (Should your chatbot have a name? Should it tell the customer it's a voice-bot?) - happy to share this on request p.s. this blog was written with absolutely NO help from AI Unconventional Wisdom, Patrick Sharpe, Allison Varley, Ph.D.

At this week's Money Advice Liaison Group Ltd North West, Will Trump spoke on "How Communication Impacts Behaviour" - sharing new research we've conducted on how to improve the comprehension of letters, and how this translates into measurable improvements in behaviour (e.g. debt payment) Encouraging us to go back to basics, Will explained that "for people to take action, they must first understand what is happening and what we are asking them to do". In one example, he shared a letter that inadvertendly was leading 80% of readers to the wrong call-to-action. Fortunately, our new letter has improved that dramatically with a dose of Unconventional Wisdom Do get in touch if you'd like a copy of the slides or if you would like to discuss the power of words to persuade

Thank you Money Advice Liaison Group Ltd for putting the "B-word" front and centre of your June event next week. Our very own Will Trump will be sharing case studies where small changes to the wording of letters have had a big behavioural impact: improving customer understanding and response rates (e.g. debt payment) Helen Addis, Michelle Giles, Chris Hossack, Mark Haslam, Patrick Sharpe

We'll be at the Digital Insurance Summit Europe 2024 this week, where our very own William Trump is speaking on Thursday 8th Feb on how companies can harness behavioural science to improve Customer Experience and conversion rates. See you there! https://lnkd.in/eWARRR_P Patrick Sharpe