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Resources from Customer Service 101

Daniel Brown

Jun 12, 2017·1 min read

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

Behave: The Biology of Humans at Our Best and Worst

www.amazon.com

Rory Sutherland: The Wiki Man

"Rory Sutherland is as outspoken as he is creative. A champion of behavioural economics and an early adopter of new…

www.amazon.com

Nudge: Improving Decisions About Health, Wealth, and Happiness

www.amazon.com

Thinking, Fast and Slow

Major New York Times bestsellerWinner of the National Academy of Sciences Best Book Award in 2012Selected by the New…

www.amazon.com

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

The tipping point is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads…

www.amazon.com

How the Mind Works

www.amazon.com

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

Daniel Brown

I make software things and write cookbooks

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