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 customers experience friction when they’re forced to repeat themselves, navigate confusing steps, absorb internal issues, or use tools that don’t work together. While AI can reduce friction, it only delivers results when paired with thoughtful experience redesign. When humans and technology work in sync, interactions feel lighter, clearer, and more respectful. And when customer effort drops, loyalty grows. To learn more about Joseph, please contact him at josephmichelli.com/contact .

You can listen to The Hidden Cost of Friction — and Why It Matters online on Radio and Podcast. Open the player on this page to stream the available audio.

The Hidden Cost of Friction — and Why It Matters is an episode from The Michelli Experience by Dr. Joseph A. Michelli.

This episode is 0:40 long.

This episode was published on Feb 26, 2026.

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