The classic book Influence by Robert Cialdini was first published more than 20 years ago, and his findings are as important as ever. Not only is it a bedrock for successful marketing, it also helps us understand the motivation of employees and ‘what makes them tick’. He describes 6 influence patterns: reciprocity, scarcity, authority, consistency, liking and consensus – you probably use some of them already with colleagues, employees, friends and family.
Cialdini created this excellent short video as an explainer – it’s also a great resource for a training session with your managers. Ask them how the 6 patterns apply to customers, and the staff they supervise – each one shows a way to be more effective.