Wired Can Be Weird

In previous articles, we've recommended a great book called 'The Decisive Moment' by Jonah Lehrer. It explains how we make decisions and therefore how marketing works. If you want to learn more about the brain, why not follow Jonah's blog at: www.wired.com/wiredscience/frontal-cortex? Although this isn't marketing-related (and can be a bit off the wall!) it has some good insights into the strange workings of the brain and might explain some of the things you observe each day in your work with customers or even colleagues.

Jonah's post on the 21st of July is called 'In praise of vagueness'. With the amount of time we spend trying to produce ever more precise figures for everything that customers do, it asks whether that precision always works in our favour. Read down to the part about the motivation to lose weight. Then ask yourself: 'If customer satisfaction scores are meant to motivate staff to do better, are we presenting them in the most effective way?'