Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage, and how it applies to the customer experience.
“Wasting your customers’ time and effort will cost you their loyalty.” – Roger Dooley
“Friction changes human behavior. If you want to steer that behavior, you can change friction.” – Roger Dooley
“Friction changes behavior whether it is in a customer experience, an employee experience, or your daily life. By changing friction—usually by eliminating it—you can get great positive outcomes.” – Roger Dooley
Roger Dooley is an author and international keynote speaker. He founded Dooley Direct, a consultancy, and co-founded College Confidential, the leading college-bound website.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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