Create a Frictionless Customer Experience

Creating a Frictionless Customer Experience

If you’re trying to create a great customer experience, look at places where you’re putting the responsibility on the customer rather than on yourself. What does that mean? Well, have you ever had an experience as a customer where a company acted like (and genuinely believed) they were doing you a favor, but were really creating an inconvenience for you? The intention might be good, but if it’s not convenient for the customer, then it’s going to cause friction—and lessen the customer experience. Analyze the process you’re putting customers through, and work out ways you can put as little stress on the customer as possible. An easy, frictionless customer experience is pretty hard to beat!

Learn more in this video!

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