IT Conversations audio from Pop!Tech 2004 (Human Nature): Author and New Yorker Magazine journalist Malcolm Gladwell's The Tipping Point has been a tremendous bestseller for over three years and counting. In this presentation he explores why we can't trust people's opinions -- because we don't have the language to express our feelings. His examples include the story of New Coke and how Coke's market research misled them, and the development of Herman-Miller's Aeron chair, the best-selling chair in the history of office chairs, which succeeded in spite of research that suggested it would fail.

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