I recently read an interesting article at LifeHealthPro called “Friction Kills the Customer Experience“.
And it brings up a very good point. There are many ways we agitate the customer relationship without realizing our fault. In the article, author Shep Hyken shares an example that happens to be one of my personal irritants “when we’re put on hold and transferred to someone else or when we have to repeat our complaint or problem to numerous customer service reps before receiving help.”
The article has me thinking about other examples you may overlook on a daily basis that are not well received by your customers.
Here are 10 friction moments I experienced in the past 7 days.
Believe me, I am sure there were many many more – these are just the experiences that came immediately to mind. And yes, every one of these moments altered my perception of each company in question.
When you focus your customer experience plan on the big stops along a customer’s journey – you fail to realize the impact smaller moments have on retention and ultimately your bottom line. ~ Dr. Linette Montae