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2 Ways Reducing Friction Benefits Customers & Brands

Reducing customer friction is extremely important to any brand. However, going about friction reduction in the right way can do more than lower costs for an organization; it can also build a fundamentally improved experience for your customers. Today’s conversation briefly covers how brands can strike this balance with a single approach.

Creating Friction-Free Journeys

Ostensibly, reducing cost is supposed to do just that. However, what a lot of organizations don’t realize is that reducing costs can also reduce friction along the customer journey—that excess effort that customers have to put in just to interact with your brand. Things like repeat phone calls, having to go back to the store, and the like all fall under that category.

Friction creates higher customer dissatisfaction, steeper costs, and, in a worst-case scenario, customer churn.  Fortunately for organizations, this dynamic also works in reverse, which is why it’s all the more important for organizations to leverage their experience programs as much as possible to address customer friction points. Continue gathering feedback, but make sure to analyze its sentiments, share that information with the wider organization, and work with all the relevant teams to come up with solutions and program enhancements. Even fixes like taking a few seconds off of contact center calls, for example, can save brands a lot of money while also increasing customer satisfaction.

The Ties That Bind

There’s a bigger picture to reducing costs than making individual transactions easier for customers: their overall relationship with your brand. Remember that, while evaluating singular interactions is certainly important, most customers don’t think about your company in those terms. Generally, customers think about their entire relationship with your brand from beginning until now, which is why going about cost reduction with friction elimination in mind is so fundamentally important.

When customers feel like all their interactions with your brand are frictionless, you create a more human connection and a more loyal customer relationship. Cost reduction isn’t just about saving money; it’s about refining your customer experience into something that keeps customers coming back for more because they know you care about them as people.

So, how else might brands use cost reduction to create a more human experience while also strengthening their bottom line? Click here to read my full-length point of view on this subject and to learn more about how cost reduction can create Experience Improvement (XI) when it’s done meaningfully.

About Author

Jim Katzman Principal, CX Strategy & Enablement

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