How to remove friction 😖 and improve customer loyalty 📈 Friction, Author, Roger Dooley

Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty. Resources mentioned: Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) Key takeaways (starts at 36:39): Friction can cause problems for customers and breed disloyalty. Put on your 'Friction Goggles' to identify pain points. Don't focus on delight, reduce friction to improve the experience. The burden of effort is on CX professionals. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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How to remove friction 😖 and improve customer loyalty 📈 Friction, Author, Roger Dooley is an episode from Customer Experience Leaders | CX tips, insights and practical advice by Adam Jaffrey.

This episode is 44:34 long.

This episode was published on Jun 10, 2019.

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