5 steps to achieving a frictionless customer experience
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5 steps to achieving a 👌 frictionless customer experience
Frictionless customer experience is a phrase that is only now beginning to take flight. In 2018, Amazon released news about AmazonGo as an important step to making their customer experience frictionless.
AmazonGo is a chain of brick-and-mortar stores that does not require customers to queue for a cashier after shopping. Soon after, Walmart announced its plans to deliver a frictionless customer experience by 2022.
Everywhere you look, organizations big and small are trying to reduce friction and remain competitive. During times of economic uncertainty, eliminating friction is crucial for restoring predictable revenue.
A frictionless buying decision is effortless for the customer. It feels like a natural, wonderful experience, where every detail has been considered and no thinking is required on the part of the customer.
During the course of researching and writing the book run_frictionless, we discovered some startling facts about friction. Here are five facts you need to know if you decide to build a frictionless customer experience.
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