As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.

Nudging is a term developed by Nobel-prize-winning economist Richard Thaler and Cass Sunstein, a professor at Harvard Law School who has worked a lot with governments. A Nudge supports the premise that the way you present choices tips the scales towards a particular option. In other words, the way you perceive the choices makes it more likely for you to choose one over another. Nudging capitalizes on this and helps you move people toward the option you want them to choose.

read more…