- 18 October 2007 Richard Sedley, cScape Customer Engagement Director
- marketing, persuasion, motivation, web2.0
- customer engagement, credibility, cscape, e-consultancy
The role of persuasionin online marketing E-consultancy Persuasion Marketing Roundtable 2.
- Elaboration Likelihood Model
- High elaboration (central route)
- Requires great deal of thought to make a decision
- Low elaboration (peripheral route)
- Requires little thought, reliant on decisional heuristics
How we make our decisions Petty & Cacioppo, 1981 3. The need fordecisionalheuristics 500 milliseconds to determine credibility 4 seconds to determine usefulness 4.
- The goal of persuasionis to change someones attitudes or behaviour.
- Make them comply with a requestusing an understanding of human psychology
What is persuasion? 5.
Four pillars of persuasion 6.
Four types of credibility Stanford University, Persuasive Technology Lab, 2003 General assumptions in the mind of the perceiver Simple inspection or initial first hand experience Third party endorsements, reports or referrals First hand experience that extends over time 7. The power of credibility A B Conversion rate = 2.69% Conversion rate = 3.03% % change = 12.64% Projected monthly gain = $30,582.30 Marketing Experiments Journal, Feb 2007 8.
- Commitment and consistency
Principles of motivation Robert Cialdini, Influence: The Psychology of Persuasion, 1984 9. 10. 11. Sign-up Incentives and reciprocity A B Report Report Sign-up Conversion rate = 35% Conversion rate = 28% 100%completion accuracy60%completion accuracy 12.
- When you are in a good mood
- When your world view no longer makes sense
- When you can take action immediately
- When you feel indebted because of a favour
- Immediately after you have made a mistake
- Immediately after you have denied a request
Persuasion windows Stanford University, Persuasive Technology Lab, 2003 13. 14. 15. Classic The ages of persuasion Modern Post-Modern Treatise on Rhetoric by Aristotle The Hidden Persuaders By Vance Packard Influence: The Psychologyof Persuasion by Robert Cialdini 16. To influence aperson to change their attitude or behaviour The process of persuasion changes the persuader Web2.0: Persuasion as a dialogue Richard Sedley: cScape Customer Engagement Unit Trends Report, 2007 17.
- Persuasion is about aligning our needs and desires with the needs and desires of our customers - for mutual benefit
- Creation of persuasion pathways
- Right touching through persuasion windows
- As part of engagement modeling
The value of persuasion 18.
- Sign up of the quarterly cScape newsletterhttp: //tinyurl .com/2snewe
- Keep in touchr. [email_address] .com
- Persuasive Technology: Using Computers to Change What We Think and Do by BJ Fogg
- Influence: The psychology of Persuasion by Robert Cialdini
- Perspectives on Persuasion, Social Influence and Compliance Gainingby Seiter and Gass
- Standford Persuasive Technology Lab http: //captology . stanford . edu/
- PsychoTactics http://www. psychotactics .com/
- Richard Sedleys blogwww. loopstatic .com