Seen and respected
While you have been quietly creating products and developing marketing strategies to make people aware of them, your customer has reinvented herself. She doesn't just want to use what you sell or to have 24/7 access to your platform and be distracted; she no longer wants to simply be sold to or served—she expects to be seen and respected.
Why is prioritizing so difficult? In the abstract, it doesn’t sound so tough. You prioritize important goals over less important goals. You prioritize goals that are “critical” ahead of goals that are “beneficial.”
But what if we can’t tell what’s “critical” and what’s“beneficial”? Sometimes it’s not obvious. We often have to make decisions between one “unknown” and another. This kind of complexity can be paralyzing. In fact, psychologists have found that people can be driven to irrational decisions by too much complexity and uncertainty.
In 1954, the economist L. J. Savage6 described what he perceived as a basic rule of human decision-making. He called it the “sure-thing principle.” He illustrated it with this example: A businessman is thinking about buying a piece of property. There’s an election coming up soon, and he initially thinks that its outcome could be relevant to the attractiveness of the purchase. So, to clarify his decision, he thinks through both scenarios. If the Republican wins, he decides, he’ll buy. If the Democrat wins, he’ll do the same. Seeing that he’d buy in either scenario, he goes forward with the purchase, despite not knowing the ...
Mirror neurons at work
IN 2004, STEVE JOBS, CEO, chairman, and co-founder of Apple, was strolling along Madison Avenue in New York City when he noticed something strange, and gratifying. Hip white earphones (remember, back then most earphones came in basic boring black). Looping and snaking out of people’s ears, dangling down across their chests, peeking out of pockets and purses and backpacks. They were everywhere. “It was, like, on every block, there was someone with white headphones, and I thought, ‘Oh, my God, it’s starting to happen,’ ” Jobs, who’d recently launched his company’s immensely successful iPod, was quoted as saying.
You could term the popularity of the iPod (and its ubiquitous, iconic white headphones) a fad. Some might even call it a revolution. But from a neuroscientific point of view, what Jobs was seeing was nothing less than the triumph of a region of our brains associated with something called the mirror neuron. In 1992, an Italian scientist named Giacomo Rizzolatti and his research team in Parma, Italy, were studying the brains of a species of monkey—the macaque—in the hopes of finding out how the brain organizes motor behaviors. Specifically, they were looking at a region of ...