This episode highlights the overemphasis on efficiency in business, arguing it often leads to a decline in customer experience, employee morale, and ultimately, business success.
Magical and joyfully human experiences can happen, but only if you can keep many CFOs, most Private Equity executives, and all process improvement consultants at bay.
Efficiency is inevitably only focused on rational and linear perspectives. Notional savings can be made, but at what actual cost? Creating magical experiences may cost more on the spreadsheet, but what about happier employees and customers?
Could there be a payback in retention, lower absence, better service, and more creativity? Are customers more likely to visit joyful places, spend more and recommend them more frequently? I suspect so.
And what about the intangible payback of creating good businesses that add joy and happiness to people’s day in a world of ever more predictable, AI-enabled dullness?
Surely, that’s more satisfying than a short-lived one per cent efficiency gain along the road to mediocrity.
Excerpts from Magnetic Nonsense: A Short History of Bullshit at Work and How to Make it Go Away
Note: podcast generated by Google LM Notebook from the original book text.
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