The Human Risk Podcast Paul Craven & Rory Sutherland on Magic & Alchemy
Aug 26, 2022
01:00:09
I High By
- A US casino chain improved customer satisfaction by 40% with a simple policy change.
- Staff had to greet guests upon arrival and departure, enhancing perceived service quality.
Small Gestures, Big Impact
- Acknowledge customers with polite greetings.
- These small gestures create disproportionately positive perceptions.
The Retail Doorman Fallacy
- Modern retail automation may reduce valuable human interaction.
- People crave personal engagement, potentially impacting customer loyalty.
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Introduction
00:00 • 2min
The Walton 10 Foot Rule
02:16 • 4min
Is This the Retail Equivalent of Your Doorman Fallacy?
06:00 • 2min
The Doorman's Role in the Economy
08:04 • 2min
What's Your Client's Objective?
10:14 • 2min
Why You Shouldn't Use the Red Highlighter
12:36 • 6min
Is the Noise in the Markets a Good Idea?
18:24 • 2min
What Are the Negative Effects of Smartphones on Happiness?
20:01 • 3min
What Is the Constraint of the Mobile Devices?
22:53 • 2min
How Technology Is Hosting Your Mind
25:07 • 5min
How to Change the Answer to a Question
29:49 • 5min
The Problem With Quantification and Metrics Driven, Target Driven Capitalism
35:08 • 2min
How Do You Qualify for a Film Job?
37:13 • 2min
Presentation Coaching - I've Had Enough
38:55 • 2min
How to Be a Better Communicator
41:15 • 6min
Is Demography Really Good?
47:12 • 4min
Is Demography a Problem?
51:24 • 3min
How Magicians Think by Josh Jay
54:03 • 2min
Understanding Comics, Okay?
56:19 • 4min
What do Magic and Alchemy have to do with human decision-making?
This episode — the 200th! — is the second part of a discussion with Paul Craven and Rory Sutherland. If you missed the first episode, I recommend starting with that, as some topics flow across both halves. You'll find it here:
https://www.humanriskpodcast.com/rory-sutherland-paul-craven-on-alchemy-magic/
Paul began his career in Finance with over 30 years working for Schroders, PIMCO and Goldman Sachs and now works in Behavioural Science. Rory is the author of Alchemy: The Surprising Power of Ideas That Don't Make Sense and the Vice Chairman of Ogilvy.
Links that are relevant to the show:
Paul Craven - https://www.paulcraven.com/
Rory Sutherland - https://www.linkedin.com/in/rorysutherland/?
Rory's book Alchemy - https://www.penguin.co.uk/books/430379/alchemy-by-rory-sutherland/9780753556528
The Walton Ten Foot Rule - https://www.walmartmuseum.com/content/walmartmuseum/en_us/timeline/decades/1980/artifact/2648.html#:~:text=The%2010%2Dfoot%20Rule%20is,if%20I%20can%20help%20them.%E2%80%9D
Deirdre McCloskey on 'Sweet Talk' - https://www.deirdremccloskey.com/docs/humanomics.pdf
An interview with Kumal Gahotra of Ford where he talks about the emotions involved in customer's car purchasing decisions: https://s23.q4cdn.com/799033206/files/doc_events/archive/Ford-2019-JPM-Auto-Conference-Transcript.pdf
An article on FAB - Features, Advantages & Benefits - https://www.scottyschindler.com/selling-with-fab-features-advantages-and-benefits/
The David Ogilvy advertisement for Rolls Royce that references the noise the clock makes: https://swiped.co/file/rolls-royce-ad-by-david-ogilvy/
The Chanson de Roland - https://en.wikipedia.org/wiki/The_Song_of_Roland
Jean-Paul Sartre - https://en.wikipedia.org/wiki/Jean-Paul_Sartre
The Theatre of the Absurd - https://en.wikipedia.org/wiki/Theatre_of_the_absurd Franz Kafka - https://en.wikipedia.org/wiki/Kafka
Tristan Harris' article on how technology is hijacking our minds - https://medium.com/thrive-global/how-technology-hijacks-peoples-minds-from-a-magician-and-google-s-design-ethicist-56d62ef5edf3
Morgan Housel's book The Psychology of Money - https://www.google.co.uk/books/edition/The_Psychology_of_Money/5HrrDwAAQBAJ?hl=en&gbpv=0
A video demonstrating Tesla's Dog Mode - https://youtu.be/T2rbdMlmpYY
Joshua Jay 'How Magicians Think' - https://www.vanishingincmagic.com/magic-books/how-magicians-think/
Scott McCloud's book 'Understanding Comics' - https://scottmccloud.com/2-print/1-uc/index.html
To hear previous episodes of the show featuring:
Paul - https://www.humanriskpodcast.com/paul-craven-on-magic-money/
Rory - https://www.humanriskpodcast.com/rory-sutherland-on-compliance/
Rory & Gerald Ashley Part One - https://www.humanriskpodcast.com/rory-sutherland-gerald-ashley/
Rory & Gerald Ashley Part Two - https://www.humanriskpodcast.com/gerald-ashley-rory-sutherland/
Paul & Gerald Ashley Part One - https://www.humanriskpodcast.com/gerald-ashley-paul-craven/
Paul & Gerald Ashley Part Two - https://www.humanriskpodcast.com/paul-craven-gerald-ashley/
This episode — the 200th! — is the second part of a discussion with Paul Craven and Rory Sutherland. If you missed the first episode, I recommend starting with that, as some topics flow across both halves. You'll find it here:
https://www.humanriskpodcast.com/rory-sutherland-paul-craven-on-alchemy-magic/
Paul began his career in Finance with over 30 years working for Schroders, PIMCO and Goldman Sachs and now works in Behavioural Science. Rory is the author of Alchemy: The Surprising Power of Ideas That Don't Make Sense and the Vice Chairman of Ogilvy.
Links that are relevant to the show:
Paul Craven - https://www.paulcraven.com/
Rory Sutherland - https://www.linkedin.com/in/rorysutherland/?
Rory's book Alchemy - https://www.penguin.co.uk/books/430379/alchemy-by-rory-sutherland/9780753556528
The Walton Ten Foot Rule - https://www.walmartmuseum.com/content/walmartmuseum/en_us/timeline/decades/1980/artifact/2648.html#:~:text=The%2010%2Dfoot%20Rule%20is,if%20I%20can%20help%20them.%E2%80%9D
Deirdre McCloskey on 'Sweet Talk' - https://www.deirdremccloskey.com/docs/humanomics.pdf
An interview with Kumal Gahotra of Ford where he talks about the emotions involved in customer's car purchasing decisions: https://s23.q4cdn.com/799033206/files/doc_events/archive/Ford-2019-JPM-Auto-Conference-Transcript.pdf
An article on FAB - Features, Advantages & Benefits - https://www.scottyschindler.com/selling-with-fab-features-advantages-and-benefits/
The David Ogilvy advertisement for Rolls Royce that references the noise the clock makes: https://swiped.co/file/rolls-royce-ad-by-david-ogilvy/
The Chanson de Roland - https://en.wikipedia.org/wiki/The_Song_of_Roland
Jean-Paul Sartre - https://en.wikipedia.org/wiki/Jean-Paul_Sartre
The Theatre of the Absurd - https://en.wikipedia.org/wiki/Theatre_of_the_absurd Franz Kafka - https://en.wikipedia.org/wiki/Kafka
Tristan Harris' article on how technology is hijacking our minds - https://medium.com/thrive-global/how-technology-hijacks-peoples-minds-from-a-magician-and-google-s-design-ethicist-56d62ef5edf3
Morgan Housel's book The Psychology of Money - https://www.google.co.uk/books/edition/The_Psychology_of_Money/5HrrDwAAQBAJ?hl=en&gbpv=0
A video demonstrating Tesla's Dog Mode - https://youtu.be/T2rbdMlmpYY
Joshua Jay 'How Magicians Think' - https://www.vanishingincmagic.com/magic-books/how-magicians-think/
Scott McCloud's book 'Understanding Comics' - https://scottmccloud.com/2-print/1-uc/index.html
To hear previous episodes of the show featuring:
Paul - https://www.humanriskpodcast.com/paul-craven-on-magic-money/
Rory - https://www.humanriskpodcast.com/rory-sutherland-on-compliance/
Rory & Gerald Ashley Part One - https://www.humanriskpodcast.com/rory-sutherland-gerald-ashley/
Rory & Gerald Ashley Part Two - https://www.humanriskpodcast.com/gerald-ashley-rory-sutherland/
Paul & Gerald Ashley Part One - https://www.humanriskpodcast.com/gerald-ashley-paul-craven/
Paul & Gerald Ashley Part Two - https://www.humanriskpodcast.com/paul-craven-gerald-ashley/