The Empathy Gap
Jun 26, 2026 - 9:31
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The Hidden Cost of Friction — and Why It Matters
Customer effort remains one of the strongest predictors of loyalty—and behavioral science continues to confirm it year after year. But effort isn’t just operational. It’s emotional. In this episode, we explore how custom...
About This Episode
The Hidden Cost of Friction — and Why It Matters is an episode from The Michelli Experience by Dr. Joseph A. Michelli. Customer effort remains one of the strongest predictors of loyalty—and behavioral science continues to confirm it year af...
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Published Feb 26, 2026, 0:40 long, audio available.
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