Readwise Highlights

Mirroring, also called isopraxism, is essentially imitation. It’s another neurobehavior humans (and other animals) display in which we copy each other to comfort each other. It can be done with speech patterns, body language, vocabulary, tempo, and tone of voice. It’s generally an unconscious behavior—we are rarely aware of it when it’s

But Daunt used the pandemic as an opportunity to “weed out the rubbish” in the stores. He asked employees in the outlets to take every book off the shelf, and re-evaluate whether it should stay. Every section of the store needed to be refreshed and made appealing.

Customer service is the crucible of the customer experience—the place where all of the company’s claims, its mission and its values, are tested. And it’s been a long-held belief in business that when your customer is most in need of help and you deliver an “above and beyond” service experience, you are effectively building a moat around your

Mercy triumphs over judgment.

Once you’re consistently meeting the expectations of the majority of your customers, you’ve already done the most economically valuable thing you can do.

People have vastly different desires, except for three things: Respect, feeling useful, and control over their time. Those are nearly universal.

Every assignment would be delivered in five versions: A three page version, a one page version, a three paragraph version, a one paragraph version, and a one sentence version.