Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
How to Identify Customer Friction by Joe Procopio
(Built In) Customer friction is any step in the customer experience that impedes the customer from buying the product, having success with the product, or finding value in the product.
My Comment: Before we get into my comment, I want to give you five Top Five articles that have nothing to do with COVID-19. So, let’s start with an article on customer friction, which most of the time we want to avoid, but sometimes is not avoidable. Given that I wrote an entire book on the concept of reducing friction (The Convenience Revolution), I found this article to be spot on.
Make White-Glove Customer
