Perceived exertion, Amazon Prime, Magnetic Field, and a NEW Book!
Nick Glimsdahl
Expert in Transforming Contact Centers, Driving Efficiencies & Improving Customer Experience
I started reading a book called Endure: Mind, Body, and the Curiously Elastic Limits of Human Performance by Alex Hutchinson: https://amzn.to/3LXfqkR
This book isn't just about running, it has many more lessons which I will eventually break down on an episode on my podcast, Press 1 For Nick.
So far, I am about 60 pages (60/320) into the book and Alex talks about perceived exertion, and he got this from Samuele?Marcora. Here is the excerpt:
Perceived exertion—what we’ll refer to in this book as your sense of effort—isn’t just a proxy for what’s going on in the rest of your body, he argued. It’s the final arbiter, the only thing that matters. If the effort feels easy, you can go faster; if it feels too hard, you stop. That may sound obvious, or even tautological, but it’s a profound statement—because, as we’ll discover, there are lots of ways you can alter your sense of effort, and thus your apparent physical limits, without altering what’s happening in your muscles.
How does this relate to Customer Experience you ask? Well, let me tell you.
When customers have increased fatigue (friction) they are no longer willing to continue due to the effort or perceived effort.
Amazon Prime Increase
Amazon?Prime members...your membership has increased from $12.99 to $14.99 per month.
Amazon has 148.6 million Prime Members in the US, so that equates to $3,566,400,000 increased revenue per year.
Does this change your willingness to stay or prime member?
Core Values: [magnetic image]
I was talking about this to?Nate Brown about his recent post on core values, and it made me look up the word CORE, and came up with something very interesting:
According to Webster: a mass of iron serving to concentrate and intensify the?magnetic field?resulting from a current in a surrounding coil.
Your core values should be a magnetic field!"
I wrote ANOTHER BOOK ??! Well, sort of...
Reasons NOT to Focus on Customer Experience: A Comprehensive Guide:?https://amzn.to/3JMcDZF
领英推荐
This book's mission is to provoke thought by providing questions to grapple with.?
If you don't already know, most of this book will be blank because there are no ?? legitimate reasons not to focus on the customer experience.
I invite you to use this resource not only as a conversation starter but also as a functional notebook ??. And I'd love to hear from you about the conversations and reactions this book ignites ??.
A special thanks to these awesome human beings who provided me with praise ?? for?Reasons NOT to Focus on Customer Experience: A Comprehensive Guide
"Nick Glimsdahl's detailed and meaty masterpiece,?Reasons NOT to Focus on Customer Experience,?gives clear direction on how to take the business to the top of the charts."
-Jim Knight, CX Speaker, Author, Podcaster, CEO bookstarPR
"With a flair for the dramatic, this book gets right to the point."
-Dan Gingiss, author of?The Experience Makers?
"Nick gets his point across very clearly using this resource."
-Nate Brown, Co-Founder of CX Accelerator
"Finally, the comprehensive list you've been waiting for is here."
-Nicholas ?? Zeisler, author of?We're Doing CX Wrong...And How to Get It Right
"Don't judge a book by its cover - this book is focused on taking action."
-Bill Staikos, Senior Vice President, Industry Solutions at Medallia
To all Customer Experience and Customer Service Leaders. I created apparel specifically for you. To learn more, click here:?https://lnkd.in/dQ57mNjr
Nick Glimsdahl?is a speaker, podcast host, contact center strategist, and?author. His mission is to bring together customer expectations, employee needs, and business objectives to create a seamless experience.
Today, Nick hosts the?Press 1 For Nick?podcast and is the Director of Contact Center Solutions at?VDS.?Press 1 For Nick?is both educational and engaging, and each episode offers listeners a dynamic blend of insightful stories, best practices, and invaluable lessons. Nick’s guests – each with a unique wealth of knowledge – include leaders from a variety of backgrounds and industries.
Subscribe, here:?https://pod.link/1513628159
Keynote Speaker | Cialdini Certified Coach & Consultant | Applying the Science of Influence to Boost Business Results ??
2 年Framing is important any time you're trying to persuade behavior. For some people the $2 a month increase is nothing. Others look at $24 a year. Some see it as a 15% increase as steep. As you point out, Amazon will make $3.5 billion more in revenue. If you want to master persuasion you need to set the frame otherwise you're at the mercy of whatever comparison the other person comes up with.
Banking People & Process Leader ? Relationship Management ? Coaching & Development ? Community Advocate ? Strategic Planning ? Credit Analysis
2 年Just added the book to my list Nick! Thanks for the early look.
???????? ???? ?????????? ???? ?????? ????????, to retain loyal customers through the ???????????????? ?????????????? ???????????????????????? ????????????? Author, Speaker, Trainer. (Ευβρυβιαδεσ Καλλιατακησ)
2 年Very nice, Nick. To answer your question about Amazon, (and I hasten to add I'm NOT a Prime customer because it doesn't exist where I live,) even with the extra $3.5bn they are making, my answer is still a resounding "Yes.!" It's the only company that I can think of that gets #CX right without resorting to premium prices, such as various luxury hotels and others do. While I'd normally be very against monopolies, in this case they work hard at it and they deserve it. (Your new book sounds like essential reading. Count me in.)