Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty.
Â
Resources mentioned:
Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)Â
Key takeaways (starts at 36:39):
Friction can cause problems for customers and breed disloyalty. Put on your âFriction Gogglesâ to identify pain points. Donât focus on delight, reduce friction to improve the experience. The burden of effort is on CX professionals.A radically different approach to the aged-care sector
How Australia's leading pharmacy chain manages CX
What you can learn about CX from the aged care sector
The secrets behind Flybuys' 25 years of success
How Bunnings maintains a 90% staff retention rate
Turning your customers into your greatest marketing asset
Why Lush radically empowered their front-line teams
BONUS: We're back for 2020 with some special announcements
How to spend $129M on customer experience transformation
Why HubSpot killed the sales funnel
Your 101 guide to STORYTELLING in business
How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
Putting âcareâ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch
CX FAILURES!!! đĽ Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw
Why an obsession with quality really matters | Gelato Messina, Founder, Nick Palumbo
How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
Four mega-themes from 40 interviews with world-class CX leaders â Introducing the the Customer Experience Flywheel
Celebrity chef Neil Perry on creating memorable hospitality experiences đ´ | Rockpool Dining Group, Culinary & Brands Director, Neil Perry
How to raise prices and keep customers happy! | ProfitWell, Co-Founder and CEO, Patrick Campbell
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Right About Now with Ryan Alford
The Marketing Secrets Show
The Agile Brand⢠with Greg Kihlstrom
B2B Agility⢠with Greg KihlstrÜm
The Goal Digger Podcast