{"id":32765,"date":"2024-08-10T02:00:32","date_gmt":"2024-08-10T06:00:32","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=32765"},"modified":"2024-07-05T19:39:54","modified_gmt":"2024-07-05T23:39:54","slug":"friction-in-customer-experience-is-not-always-a-bad-thing-heres-why","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/friction-in-customer-experience-is-not-always-a-bad-thing-heres-why\/","title":{"rendered":"Friction in Customer Experience is Not Always a Bad Thing; Here&#8217;s Why"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" title=\"Embed Player\" src=\"https:\/\/play.libsyn.com\/embed\/episode\/id\/32027747\/height\/128\/theme\/modern\/size\/standard\/thumbnail\/yes\/custom-color\/ffffff\/time-start\/00:00:00\/hide-playlist\/yes\/download\/yes\/font-color\/000000\" height=\"128\" width=\"100%\" scrolling=\"no\" allowfullscreen webkitallowfullscreen=\"true\" mozallowfullscreen=\"true\" oallowfullscreen=\"true\" msallowfullscreen=\"true\" 0=\"style=&quot;border:\" 1=\"none;&quot;&gt;&lt;\/iframe\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p><span style=\"font-weight: 400;\">Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Friction is rarely a good thing in a <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">Customer Experience<\/a>. However, there are times when it can be beneficial.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, when your bank uses two-factor authentication to ensure you are who you say you are. This friction enhances customers\u2019 feelings about an experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, how do you know the difference? It depends on the context.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, Disney and Apple have annoyed Colin. Typically, he sings these two brand\u2019s praises, so this friction surprised him.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Both require Colin to make appointments for his experience, which bugs him. Disney has a new program where you book appointments before you arrive to ride an attraction at a certain time. They charge for it, too. Apple requires you to book an appointment in one of their locations rather than turn up with your questions. (But Apple doesn\u2019t charge for this service.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While Colin is still determining if the Disney program will improve the experience, he is sure this new process will be more hassle than the previous one. Time will tell whether it will be worth it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Regarding Apple, the friction of booking an appointment has benefited Colin. He isn\u2019t turned away because everyone is \u201ctoo busy\u201d to deal with him when he arrives at his appointed time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, while Colin would rather Apple was always available when he shows up at a retail location, making the appointment\u2014and the friction it introduced\u2014has provided value for him.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this episode, we delve into friction in Customer Experiences, exploring when it&#8217;s beneficial and detrimental. We provide examples illustrating how friction can enhance or hinder customer interactions, shedding light on its nuanced role in shaping perceptions and behaviors. By understanding the multifaceted nature of friction, businesses can unlock new opportunities for customer engagement and loyalty.<\/span><\/p>\n<p><strong>You will also learn the following:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The advantages of removing friction and making things easier for customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The prevalence of accidental friction stems from neglect or apathy rather than deliberate strategy.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Examples of deliberate friction in various industries, from amusement parks to luxury restaurants, and the underlying psychological mechanisms at play.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The importance of finding the right balance between security measures and customer convenience, avoiding excessive friction that may deter or frustrate customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Strategies for strategically managing friction to align with broader business goals while prioritizing customer satisfaction and ease of interaction.<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial.\u00a0 For example, when [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":27706,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-32765","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/32765","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=32765"}],"version-history":[{"count":1,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/32765\/revisions"}],"predecessor-version":[{"id":32766,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/32765\/revisions\/32766"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/27706"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=32765"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=32765"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=32765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}