Nudge Training Case Study
British Gas is an energy and home services provider in the United Kingdom. It is the trading name of British Gas Services Limited and British Gas New Heating Limited, both subsidiaries of Centrica.
Enquiry
When British Gas first contacted us through itd.com/nudge-training they knew they wanted innovative training and they thought Nudge might just fit the bill. The British Gas Comms Team handle communications with customers across the country. The objectives of their emails and letters vary widely from promoting services to chasing payments and meter readings.
Need
They wanted training that would give the team a different perspective on communicating with people.
Tailored solution
We tailored our One Day Nudge Training Workshop to suit their needs. This meant looking at examples of Nudges relating to their challenges and designing the content of the day to stimulate their thinking.
Activity
The session was lively and all the team participated fully through interaction as a group and small group discussions, of which there were many throughout the day.
Live challenges and scenarios were discussed and ideas generated. Actions for changing the way some communications could work, were planned during the workshop.
The agenda included:
- What is Nudge.
- How Nudge works.
- Nudges all around us.
- Implementing Nudge ideas.
- 8 types of Nudge.
- Tailoring the Nudge intervention for your challenge.
- Testing your Nudge.
- Nudge Review.
- Personal actions.
Outcomes
Each participant had a number of specific actions to implement. One action for each participant was discussed with the trainer, in some detail, to fine tune it.
Participant feedback
“Fabulous session.”
“Very interesting subject.”
“Great session, very well facilitated.”
Client Comment
“This was a brilliant session. Everyone loved it and enjoyed the dynamic workshop style. The ideas from Nudge are really different. Let’s see how they put the actions into place”
“The feedback has been really positive and everyone said they’d recommend the course to a friend.”