Are You Guilty of These Convenience Infractions?

In my latest book, The Convenience Revolution, I focus on why and how companies should eliminate friction. But what are the things that cause friction in your business, introducing frustration and confusion to the customer experience? In this week’s video, I look at 10 of the most common ways companies create friction for their customers, including bad policies, inconsistent information, poorly trained employees, and much more!

Shep Hyken

About 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