EKN Research: Creating a Frictionless Customer Experience Brands Playbook
12/11/2015
Friction – or customer experience failures that cause customer dissatisfaction and create incentive for consumers to abandon engagement – leads to lost sales, loss of loyalty and a diluted brand experience and has a far-reaching impact. Brand owners need a holistic gameplan to aggressively identify and eliminate points of friction. The Brand’s Playbook for a Frictionless Customer Experience illustrates the value of being frictionless and provides recommendations across 4 key areas for suppliers to focus on.
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