Friction Harms the Customer Experience

April 20, 2021 // Shep Hyken

I’m a big believer in the importance of reducing friction in the customer experience. Friction is all the little inconveniences that get in the customer’s way and slow them down. Reducing friction creates a better experience. That’s not only true when you’re talking about customers, but also about your employees. Friction in your internal processes can make their jobs more difficult and less enjoyable, which will have an impact on the customer experience down the line, too.

Learn how you can reduce internal friction in our latest video!

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.