SSMService Standard Manual
Nudges - Nudge in a minute

Welcome to Nudge in a Minute!

Have you ever noticed how a simple, friendly suggestion can completely change a customer's day? That's the power of a nudge.

This short module will teach you how to use simple, helpful suggestions to make a real difference in the customer experience.

Learning Objectives

By the end of this training, you will be able to:

  • Define what a nudge and a nudge moment are.
  • Understand the main goal of using nudges.
  • Practise spotting 'nudge moments' in everyday situations.

Our aim is to empower you to guide our customers in a truly helpful way, enhancing their experience without ever pressuring them.

What is a 'Nudge'?

A nudge is a subtle, helpful suggestion that encourages a specific action or decision. It's not about forcing someone to do something; it's about providing a gentle, timely prompt that makes their life easier or more enjoyable.

Think of it as a friendly tip from an expert.

A nudge moment is the perfect opportunity to offer one of these helpful suggestions to a customer.

It's that brief window when you can add value to their experience, solve a potential problem, or simply make them smile.

The goal is to guide customers in a helpful way, not to force them to buy something. You're simply offering an option or a solution they might not have considered.

Activity: Test Your Knowledge

Answer these questions to test your understanding of nudges and nudge moments. Select your answer and click 'Submit' to see if you're correct.

Real-World Examples

Click on each card to see real examples of effective nudge moments in action:

Example 1

Cinema Direction

Situation: A customer approaches the Guest Services desk and says, 'Excuse me, how do I get to the onboard cinema?'
Click to reveal the nudge
Example 2

Family with Children

Situation: You notice a family with young children looking at the deck plan near the play area. The children seem restless.
Click to reveal the nudge
Example 3

Bar Order

Situation: A customer is at the bar and orders a standard gin and tonic.
Click to reveal the nudge
Example 4

Time Until Arrival

Situation: A customer is looking at their watch and asks, 'How much longer until we arrive?'
Click to reveal the nudge
Example 5

Restaurant Payment

Situation: A customer is paying for their meal at the restaurant counter.
Click to reveal the nudge

Conclusion

Great work! As you can see, nudging is a key part of providing excellent customer service. By understanding your customers' needs and offering timely, helpful suggestions, you can create memorable moments and improve their experience with us.

Remember: a nudge is always helpful, never pushy. It's about making our customers' journeys smoother and more enjoyable, one small suggestion at a time. Nudging is also a proven way to enhance sales, not just deliver excellent customer service.