A 4-Step Process to Reduce Friction

Creating a Frictionless Customer Experience

I’ve been preaching for a while now about the importance of reducing friction in your customer experience. That’s the theme of my latest book, The Convenience Revolution. But how do you get started? Don’t feel overwhelmed by the task; there’s a simple 4-step process that any business, of any size, in any industry, can follow to reduce friction and increase convenience. It all starts with identifying every touchpoint customers have with your business.

Watch this video to learn the whole process!

Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.