{"id":5144,"date":"2024-02-06T11:58:00","date_gmt":"2024-02-06T10:58:00","guid":{"rendered":"https:\/\/www.moebiusconsulting.com\/la-sutil-influencia-de-la-economia-del-comportamiento-en-la-experiencia-del-cliente\/"},"modified":"2025-06-23T11:37:18","modified_gmt":"2025-06-23T09:37:18","slug":"the-subtle-influence-of-behavioural-economics-on-customer-experience","status":"publish","type":"post","link":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/","title":{"rendered":"The subtle influence of Behavioural Economics on Customer Experience"},"content":{"rendered":"\n

Let’s imagine we are deciding which smartphone to buy. We are leaning towards a brand and, when we visit the shop, everything seems to confirm our choice: the testimonials, the data, the images, etc. This is a clear example of confirmation bias, a fundamental concept in behavioural economics, which is a discipline that studies how emotions and logic affect our economic decisions<\/strong>.<\/p>\n\n\n\n

This field was revolutionised by figures such as Daniel Kahneman and Amos Tversky with their “ Prospect Theory: An Analysis of Decision under Risk<\/a> “, and later enriched by Richard Thaler and Cass Sunstein in “Nudge: Improving Decisions About Health, Wealth, and Happiness”, where they explore how small nudges can influence our choices. Here are a few cases in point.<\/p>\n\n\n\n

1. Personalisation and exposure effect: Netflix<\/h2>\n\n\n\n

Netflix applies what Daniel Kahneman and Amos Tversky might describe as the “exposure effect”<\/strong>, as by personalising recommendations based on our previous viewing habits, the platform uses bias to recommend what we are familiar with, thus improving customer retention and satisfaction.<\/p>\n\n\n\n

2. The environmental effect and paradox of choice: Starbucks<\/h2>\n\n\n\n

Starbucks, inspired by the ideas of Richard Thaler and Cass Sunstein, has created an environment that encourages us to consume more. The seating arrangement, music and aroma are carefully designed to influence our buying behaviour. In addition, its extensive menu illustrates the “paradox of choice”<\/strong>: we like to have control over our decisions and Starbucks uses this to increase customer satisfaction.<\/p>\n\n\n\n

3. Gamification and reward bias: Duolingo<\/h2>\n\n\n\n

Duolingo uses gamification to appeal to the “reward bias” <\/strong>because progress can be assessed through levels, with points earned being a strong motivation for users to continue learning. An effective tactic to maintain engagement and satisfaction in the learning process.<\/p>\n\n\n\n

These examples demonstrate how companies are applying behavioural economics to improve the customer experience <\/a>because, by understanding and anticipating consumers’ actions, they can design experiences that satisfy and create a deeper bond with them.<\/p>\n\n\n\n

It is important to consider the ethical implications of these practices. Where do we draw the line between enhancing the customer experience and manipulating the consumer? This debate is essential for the future of the relationship between companies and customers.<\/p>\n\n\n\n

Behavioural economics is not only a tool to increase sales, but also a way to build more meaningful relationships with customers<\/strong>. Companies that understand and respect their customers’ emotions and decisions not only foster loyalty, but also stand out in a competitive marketplace.<\/p>\n\n\n\n

When your preferences are confirmed in a shop or you experience a personalised user experience, you are witnessing behavioural economics in action. So think: How could behavioural economics techniques improve your customer experience at your favourite brands?<\/p>\n\n\n\n

[shortcode_curso_fundamentos]<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Let’s imagine we are deciding which smartphone to buy. We are leaning towards a brand and, when we visit the shop, everything seems to confirm our choice: the testimonials, the data, the images, etc. This is a clear example of confirmation bias, a fundamental concept in behavioural economics, which is a discipline that studies how […]<\/p>\n","protected":false},"author":8,"featured_media":4421,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[98],"tags":[],"class_list":["post-5144","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"\nThe subtle influence of Behavioural Economics on Customer Experience - Moebius Consulting<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The subtle influence of Behavioural Economics on Customer Experience - Moebius Consulting\" \/>\n<meta property=\"og:description\" content=\"Let’s imagine we are deciding which smartphone to buy. We are leaning towards a brand and, when we visit the shop, everything seems to confirm our choice: the testimonials, the data, the images, etc. This is a clear example of confirmation bias, a fundamental concept in behavioural economics, which is a discipline that studies how […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Moebius Consulting\" \/>\n<meta property=\"article:published_time\" content=\"2024-02-06T10:58:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-23T09:37:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/05\/MicrosoftTeams-image-56.png\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"500\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Agust\u00edn Rosety\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Agust\u00edn Rosety\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/\"},\"author\":{\"name\":\"Agust\u00edn Rosety\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#\\\/schema\\\/person\\\/8dcedbefd9850e3fca7358ca9248b895\"},\"headline\":\"The subtle influence of Behavioural Economics on Customer Experience\",\"datePublished\":\"2024-02-06T10:58:00+00:00\",\"dateModified\":\"2025-06-23T09:37:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/\"},\"wordCount\":447,\"publisher\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/MicrosoftTeams-image-56.png\",\"articleSection\":[\"Customer experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/\",\"url\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/\",\"name\":\"The subtle influence of Behavioural Economics on Customer Experience - Moebius Consulting\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/MicrosoftTeams-image-56.png\",\"datePublished\":\"2024-02-06T10:58:00+00:00\",\"dateModified\":\"2025-06-23T09:37:18+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/MicrosoftTeams-image-56.png\",\"contentUrl\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/05\\\/MicrosoftTeams-image-56.png\",\"width\":500,\"height\":500},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/the-subtle-influence-of-behavioural-economics-on-customer-experience\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"The subtle influence of Behavioural Economics on Customer Experience\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/\",\"name\":\"Moebius Consulting\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#organization\",\"name\":\"Moebius Consulting\",\"url\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/04\\\/main-logo-moebius.svg\",\"contentUrl\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/04\\\/main-logo-moebius.svg\",\"width\":154,\"height\":36,\"caption\":\"Moebius Consulting\"},\"image\":{\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/#\\\/schema\\\/person\\\/8dcedbefd9850e3fca7358ca9248b895\",\"name\":\"Agust\u00edn Rosety\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/06\\\/agustin-rosety_recorte-96x96.jpg\",\"url\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/06\\\/agustin-rosety_recorte-96x96.jpg\",\"contentUrl\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/wp-content\\\/uploads\\\/2025\\\/06\\\/agustin-rosety_recorte-96x96.jpg\",\"caption\":\"Agust\u00edn Rosety\"},\"description\":\". Experto en Experiencia de Cliente y Transformaci\u00f3n Digital. Socio de Moebius Consulting. PDG y Programa de Transformaci\u00f3n Digital por el IESE. Profesor del Master de Experiencia de Cliente en IGS La Salle.\",\"sameAs\":[\"https:\\\/\\\/www.moebiusconsulting.com\"],\"url\":\"https:\\\/\\\/www.moebiusconsulting.com\\\/en\\\/author\\\/agustin-rosety\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"The subtle influence of Behavioural Economics on Customer Experience - Moebius Consulting","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/","og_locale":"en_US","og_type":"article","og_title":"The subtle influence of Behavioural Economics on Customer Experience - Moebius Consulting","og_description":"Let’s imagine we are deciding which smartphone to buy. We are leaning towards a brand and, when we visit the shop, everything seems to confirm our choice: the testimonials, the data, the images, etc. This is a clear example of confirmation bias, a fundamental concept in behavioural economics, which is a discipline that studies how […]","og_url":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/","og_site_name":"Moebius Consulting","article_published_time":"2024-02-06T10:58:00+00:00","article_modified_time":"2025-06-23T09:37:18+00:00","og_image":[{"width":500,"height":500,"url":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/05\/MicrosoftTeams-image-56.png","type":"image\/png"}],"author":"Agust\u00edn Rosety","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Agust\u00edn Rosety","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/#article","isPartOf":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/"},"author":{"name":"Agust\u00edn Rosety","@id":"https:\/\/www.moebiusconsulting.com\/en\/#\/schema\/person\/8dcedbefd9850e3fca7358ca9248b895"},"headline":"The subtle influence of Behavioural Economics on Customer Experience","datePublished":"2024-02-06T10:58:00+00:00","dateModified":"2025-06-23T09:37:18+00:00","mainEntityOfPage":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/"},"wordCount":447,"publisher":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/#organization"},"image":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/05\/MicrosoftTeams-image-56.png","articleSection":["Customer experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/","url":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/","name":"The subtle influence of Behavioural Economics on Customer Experience - Moebius Consulting","isPartOf":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/#primaryimage"},"image":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/05\/MicrosoftTeams-image-56.png","datePublished":"2024-02-06T10:58:00+00:00","dateModified":"2025-06-23T09:37:18+00:00","breadcrumb":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/#primaryimage","url":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/05\/MicrosoftTeams-image-56.png","contentUrl":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/05\/MicrosoftTeams-image-56.png","width":500,"height":500},{"@type":"BreadcrumbList","@id":"https:\/\/www.moebiusconsulting.com\/en\/the-subtle-influence-of-behavioural-economics-on-customer-experience\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/www.moebiusconsulting.com\/en\/"},{"@type":"ListItem","position":2,"name":"The subtle influence of Behavioural Economics on Customer Experience"}]},{"@type":"WebSite","@id":"https:\/\/www.moebiusconsulting.com\/en\/#website","url":"https:\/\/www.moebiusconsulting.com\/en\/","name":"Moebius Consulting","description":"","publisher":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.moebiusconsulting.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.moebiusconsulting.com\/en\/#organization","name":"Moebius Consulting","url":"https:\/\/www.moebiusconsulting.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.moebiusconsulting.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/04\/main-logo-moebius.svg","contentUrl":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/04\/main-logo-moebius.svg","width":154,"height":36,"caption":"Moebius Consulting"},"image":{"@id":"https:\/\/www.moebiusconsulting.com\/en\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.moebiusconsulting.com\/en\/#\/schema\/person\/8dcedbefd9850e3fca7358ca9248b895","name":"Agust\u00edn Rosety","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/06\/agustin-rosety_recorte-96x96.jpg","url":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/06\/agustin-rosety_recorte-96x96.jpg","contentUrl":"https:\/\/www.moebiusconsulting.com\/wp-content\/uploads\/2025\/06\/agustin-rosety_recorte-96x96.jpg","caption":"Agust\u00edn Rosety"},"description":". Experto en Experiencia de Cliente y Transformaci\u00f3n Digital. Socio de Moebius Consulting. PDG y Programa de Transformaci\u00f3n Digital por el IESE. Profesor del Master de Experiencia de Cliente en IGS La Salle.","sameAs":["https:\/\/www.moebiusconsulting.com"],"url":"https:\/\/www.moebiusconsulting.com\/en\/author\/agustin-rosety\/"}]}},"_links":{"self":[{"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/posts\/5144","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/comments?post=5144"}],"version-history":[{"count":0,"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/posts\/5144\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/media\/4421"}],"wp:attachment":[{"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/media?parent=5144"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/categories?post=5144"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.moebiusconsulting.com\/en\/wp-json\/wp\/v2\/tags?post=5144"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}