Training People to Expect Reward for Outrage
Sometime in corporate culture overseeing the idea of customer service, it was decided that the customer is always right and that very powerful framework has slowly infected all aspects of our culture.
Sometime in corporate culture overseeing the idea of customer service, it was decided that the customer is always right and that very powerful framework has slowly infected all aspects of our culture.
...that most people don’t actually want freedom—they want the illusion of choice between two algorithm-approved options and a coupon code for 15% off regret.