Deliberate Customer Service Friction: The Engineered Ordeal
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Resources & Recommendations
Books
- "Nudge" by Cass Sunstein and Richard Thaler - This book explores how subtle changes in the way choices are presented can influence people's decisions, serving as a contrast to the concept of "sludge."
Articles & Papers
- "Your Call Is Important to Us" (The Atlantic) by Chris Colin - The article that inspired this podcast episode, detailing the author's personal experience with customer service sludge and his investigation into the phenomenon.
People Mentioned
- Cass Sunstein (Legal Scholar) - Coined the term "sludge" along with Richard Thaler, referring to the obstacles and complexities that slow down consumers.
- Richard Thaler (Economist) - Co-authored the concept of "nudge" with Cass Sunstein and is associated with the concept of "sludge."
- Amas Tenenuma (Contact Center Industry Expert) - A former call center worker and manager who provided insights into the "dark secrets" and tactics used in the industry.
- George Carlin (Comedian) - His quote about interests aligning without a formal conspiracy is used to illustrate how companies might incentivize practices that lead to customer frustration.
Organizations & Institutions
- Edward Jones - Mentioned as a financial services company that helps guide people through life's winding path.
- Consumer Financial Protection Bureau - A government agency that goes after companies for practices that harm consumers, such as deceptive customer service hotlines.
- ProPublica - A news organization that exposed Cigna for allegedly saving millions by rejecting claims without proper doctor review.
- California DMV - Mentioned as an example of an institution that has significantly improved its systems and overcome a reputation for being "sludgy."
Websites & Online Resources
- 99pi.org - The website for the podcast where past episodes can be found.
- VisitBuffalo.com - A website to learn more about Buffalo, New York.
- Givewell.org - A charity evaluator that provides research and recommendations for cost-effective programs that save or improve lives.
Other Resources
- Field Manual for Sabotage (Created in the early 1940s by the U.S. government) - A declassified document distributed to citizens in Nazi-occupied Europe, detailing methods of "weaponizing incompetence" to slow down an occupying force, which the podcast compares to modern-day "sludge."
- Admin Night - A concept created by the author, Chris Colin, where friends gather to collectively tackle administrative tasks and bureaucratic hurdles, turning a solitary burden into a shared, social activity.