The Biggest Sources of Friction in the Customer Experience

August 15, 2019 // Shep Hyken

Sell the Customer Experience Not the Mechanics

People hate friction in the customer experience. Anything that gets in their way and causes frustration is a problem to solve. Some of the biggest sources of friction in businesses today include making customers wait, forcing customers to repeat their problem to multiple people, inconsistent information, and more. Once you’ve identified the key friction points in your business, find ways to reduce or even eliminate them, and create the experience your customers deserve.

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.