Using nudge theory to engage customers

Nudge uses positive reinforcement and indirect suggestions as ways to influence the behaviour and decision making of groups or individuals. It has been effective in a variety of situations, both within and outside the housing sector.

Using nudge theory to engage customers

Using nudge theory to engage customers Nudging involves careful analysis of the situation or problem and the use of ‘out of the box’ innovative, but often simple, strategies to get the job done. People can be nudged towards making the choices you want them to – called choice architecture. Nudge theory works on the premise that humans have two systems that can make decisions – the automatic system and the reflective system. By understanding this and using this knowledge to assist decision making, we can set the scene, or design the right architecture for effective nudges.

Delegates will:

  • Understand what nudge theory is, its origins and current applications
  • Explore and understand the two-system model for decision making (automatic and reflective)
  • Explore and understand biases, temptation and how and why people make decisions
  • Understand choice architecture and be able to use this to help customers make the right decisions
  • Understand four types of nudge: mindful nudges, mindless nudges, encouraging and discouraging nudges
  • Be given examples of nudges and be aware when nudge theory is suitable to use
  • Create nudges that suit your individual need whether the nudge is a large organisational-wide strategic level nudge or an individual nudge towards a tenant or client
  • Come away with ideas on nudges that can help you and your organisation.

Who should attend?

All staff can benefit from an awareness of and an ability to apply nudge theory. Housing management, care and support, repairs, and contact centre staff will all benefit from this course. Suitable for frontline staff as well as managers and directors who have a strategic role.

Danny McGowan

Mental health and wellbeing Danny McGowan

Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis and has delivered training in techniques such as motivational interviewing and CBT. He has been delivering training for the housing sector for over a decade and has many years’ experience of developing client/customer involvement and peer mentoring schemes.

Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing training@hqnetwork.co.uk