In the past few months leading up to my new book, The Convenience Revolution, I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction. What I haven’t done is talked to you about what causes friction. Here’s […]
In the past few months leading up to my new book, The Convenience Revolution, I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction. What I haven’t done is talked to you about what causes friction.
Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with? As an example, there is always a company that makes me go through their entire advertising pitch before anyone picks up the phone. I’ve practically memorized it. It’s frustrating that I am forced to listen to that recording every time I call. That’s friction.
Here are TEN WAYS companies (and employees) create friction. These are the “convenience infractions” that potentially drive away customers.
This isn’t meant to be a rant. It’s simply a list of some of the ways companies frustrate their customers and cause friction. And, it’s a partial list. There are other ways companies cause friction for their customers – and even their employees. Now it’s time to ask yourself the tough question: Am I guilty of any of these convenience infractions?
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXVIII, Shep Hyken)
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