SlideShare a Scribd company logo
How Cognitive Bias Is
Ruining Your
Conversions
Kenda Macdonald | Automation Ninjas
SLIDESHARE.NET/KendaMacdonald
@_KendaMacdonald
WELL HELLO THERE
It’s me! Kenda! Hi!
@_KendaMacdonald @AutomatioNinjas #brightonSEO
BIAS HAPPENS
WEEKLY WORKBOOKS WEBINAR
SYSTEM 2
SYSTEM 1
Fast Slow
Automatic Manual
Autopilot Pilot
11 Million bits p/s 40 bits p/s
Rules/ Mental Shortcuts Intensive, Effortful, Uses
Calories
#brightonSEO
@_KendaMacdonald
SYSTEM 2
SYSTEM 1
#brightonSEO
@_KendaMacdonald
MINIONS RULE
MINIONS MAKE MISTAKES
#brightonSEO
@_KendaMacdonald
ALL THE BIAS
[ARE BELONG TO US]
WEEKLY WORKBOOKS WEBINAR
#brightonSEO
@_KendaMacdonald
BIAS WILL HAPPEN
THEY WILL RUIN YOUR
CONVERSIONS
#brightonSEO
@_KendaMacdonald
CONVERSION
KILLERS
WEEKLY WORKBOOKS WEBINAR
CONFIRMATION BIAS
#brightonSEO
@_KendaMacdonald
AMBIGUITY BIAS
Credit: Jack Hagely
#brightonSEO
@_KendaMacdonald
ANECDOTAL FALLACY
#brightonSEO
@_KendaMacdonald
CURSE OF KNOWLEDGE
#brightonSEO
@_KendaMacdonald
LOSS AVERSION
#brightonSEO
@_KendaMacdonald
PEAK-END RULE
Credit: Nir Eyal
#brightonSEO
@_KendaMacdonald
GOOGLE EFFECT
#brightonSEO
@_KendaMacdonald
THE AVAILABILITY HEURISTIC
#brightonSEO
@_KendaMacdonald
MARKETING
SUCKS
WEEKLY WORKBOOKS WEBINAR
GIVE US A CHANNEL
AND WE’LL RUIN IT
#brightonSEO
@_KendaMacdonald
GIVE US A BIAS
AND WE’LL EXPOIT IT
#brightonSEO
@_KendaMacdonald
WE SUCK
Hacks, tricks and coercion
Ignore strategy in favour of
quick wins
Biased around our own
biases
BANDWAGON EFFECT
IN-GROUP BIAS
INFORMATION BIAS
#brightonSEO
@_KendaMacdonald
BIAS BEGONE
WEEKLY WORKBOOKS WEBINAR
MAKE IT MINION FRIENDLY
MAKE IT EASY
CONTEXT IS KING
#brightonSEO
@_KendaMacdonald
BIAS BUSTERS
Too Much Information
Not Enough Meaning
Need To Act Fast
What We Should
Remember
Simplify
Repeat
Provide meaning
Be explicit
Summarise
Highlight
Keep it simple
Big Picture
CONTEXT IS KING
FRAME CONTROL
#brightonSEO
@_KendaMacdonald
ROUNDING UP
WEEKLY WORKBOOKS WEBINAR
ROUND UP
Be aware of bias
Provide context
Lean into consciousness
not coercion
KIMF
Keep it minion friendly
#brightonSEO
@_KendaMacdonald
THANK YOU
www.automationninjas.com/bias-buster
#brightonSEO
@_KendaMacdonald

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BrightonSEO 21 - How Cognitive Bias is Ruining Your Conversions

Editor's Notes

  1. Welcome KM , author of the award winning book – hack the buyer brain and founder of AN, specialists in BMA We help businesses build amazing customer journeys that convert more customers that are happier and spend more money. I want to share something really cool with you – I want to show you the ONE big thing that we do help our clients double their customer spend. The strategy behind it, as well as why and how we do this. This strategy has added over a million to the bottom line of one of our clients, doubled another’s business entirely and continues to help others grow between 20% and 50% every year. It’s really cool, it’s quite simple, and it fixes a lot of problems. So let’s dig in shall we?
  2. Goel & Dolan 2003
  3. Buster Benson
  4. Specificity – meeting them in the moment, matching their rules Putting trust in place so that you’re flagged up again
  5. We are drawn to information that confirms our own beliefs Ignore contrary information Take ambiguis information and use it to support own beliefs Seek to confirm hypothesis rather than deny Peter Wason Your information doesn’t align…. It’s out! Can bring in in-group bias to help Manage with critical thinking and carefully laid out guides
  6. We choose things where we know the outcome, over vague things Even if the vague thing is FAR better Daniel Ellsberg Consumers can’t easily understand the benefits of your products and services/ the way they are delivered etc. BAD TIME Walk people through outcomes, explain variables
  7. We prefer personal experiences over data Often used as a fallacy – “my brothers sisters aunt” Clinical, purely data driven pages etc Bring in humans, include testimonials with faces!
  8. We know what we know We don’t’ put ourselves in other’s shoes It’s simple to us – we forget how much we know Colin Camerer, George Loewenstein, and Martin Weber. Minion proof it Responsible for things like not being able to hear something until you’ve been told exactly what it is…
  9. We avoid loss, at the expense of gaining We *feel* loss far more than gaining Forms basis of prospect theory, and the endowment affect for the more economic driven amongst us See it in monkeys too – evolutionary basis of loss of resources Tversky and Kahneman Be clear in what people could lose out on, but not in a spammy way – help them understand the risks/ stakes involved instead
  10. We judge an experience based on how we feel at it’s peak – most intense point – not it’s end! The journey impacts the decision Barbara Fredrickson and Daniel Kahneman Make sure you’re giving them the best journey possible
  11. Also called digital amnesia We forget information that can be easily found via search engine… THE IMPLICATIONS Sparrow et al Some difficulty in being replicated - take away is that sometimes the thing we’re quickly searching for – that little fact, isn’t all that important. Find meaningful terms to build conversion funnels around
  12. If it can be recalled – it must be important If it can be remembered – must be MORE important than all the other options … Tverksy and Kahneman How memorable are you? How good is your relationship – we are loss averse… we avoid ambiguity for safety… how do you get more mental real estate and build stronger foundations….
  13. Specificity – meeting them in the moment, matching their rules Putting trust in place so that you’re flagged up again
  14. Specificity – meeting them in the moment, matching their rules Putting trust in place so that you’re flagged up again
  15. Specificity – meeting them in the moment, matching their rules Putting trust in place so that you’re flagged up again