When customers feel like there is something in the way of them experiencing the product or service they purchased, friction is the cause. It's when they have to make several attempts to accomplish something that should be simple or have multiple people tell them the same thing in different ways. Friction is when things break down and get stuck, confusing, or just plain hard to use. Even with the best of intentions, companies create friction in their journeys.
In this, the first DCX Podcast episode, I talk with Bill Price and David Jaffe, about friction and their new book The Frictionless Organization. Deliver Great Customer Experiences with less Effort. Bill and David explain how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well for their customers that they never have to contact them for the wrong reasons.
Enjoy!
I hope you enjoy and take away some actionable insights.
My Top Takeaways from Bill and David in t…
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