Resources from Customer Service 101

Below are links and resources from the presentation on June 15th.

Behave: The Biology of Humans at Our Best and Worst

Rory Sutherland: The Wiki Man

Nudge: Improving Decisions About Health, Wealth, and Happiness

Thinking, Fast and Slow

The Tipping Point: How Little Things Can Make a Big Difference

How the Mind Works

Full Reading List

Recommended Viewing

Sheena Iyengar explains, in a number of scenarios, that our ideas of “choice” aren’t always accurate. More choices does not necessarily mean better choices (too many can overwhelm the chooser), what someone from a particular country regards as “choice” might be very different from someone from a different country, and how a simple act like putting sugar in tea can lead to surprisingly complex interactions.

Steven Pinker shows that the idea of our brains being a “blank slate” at birth onto which an infinite number of behaviors can be drawn isn’t quite true.

Dan Ariely talks about how we’re all irrational in very common and often predictable ways.

Full video playlist on YouTube