{"id":56837,"date":"2024-02-20T10:11:55","date_gmt":"2024-02-20T10:11:55","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-show\/human-touch-tech-driven-world-copy\/"},"modified":"2024-03-04T19:12:12","modified_gmt":"2024-03-04T19:12:12","slug":"identifying-and-eliminating-friction-for-your-customers-and-employees","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/identifying-and-eliminating-friction-for-your-customers-and-employees\/","title":{"rendered":"How to SEDUCE Your Customers with John Boccuzzi Jr."},"content":{"rendered":"<strong>This episode of\u202f<em>Amazing Business Radio with\u202fShep\u202fHyken<\/em>\u202fanswers the following questions and more:<\/strong>\r\n<ol>\r\n \t<li><b><span data-contrast=\"none\">What role does employee experience play in customer experience?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">Why is paying attention to market and competition crucial for businesses?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How can companies improve employee experiences for better customer experiences?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How can companies design experiences to enhance customer retention and acquisition?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">What is the significance of uncovering friction in business processes?<\/span><\/b><\/li>\r\n<\/ol>\r\n<h3><strong>Top Takeaways:<\/strong><\/h3>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;335557856&quot;:16777215,&quot;335559685&quot;:1080}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;335557856&quot;:16777215,&quot;335559685&quot;:1080}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;335557856&quot;:16777215,&quot;335559685&quot;:1080}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Executives and company leaders should immerse themselves in their company&#8217;s customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;335557856&quot;:16777215,&quot;335559685&quot;:1080}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;335557856&quot;:16777215,&quot;335559685&quot;:1080}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in!<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;335557856&quot;:16777215,&quot;335559685&quot;:1080}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n<span data-contrast=\"none\">&#8220;Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;335557856&quot;:16777215}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;As executives at your firm, go and live the customer and employee experience yourself at your own business and your competition.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;335557856&quot;:16777215}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;If your organization is not\u00a0 delivering an exceptional employee experience, that will translate into less exciting customer experiences.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;335557856&quot;:16777215}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;As consumers, we have less and less patience for friction. And since there are hundreds of options available, if a customer is not getting the experience that they expect, they will go somewhere else.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;335557856&quot;:16777215}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;It&#8217;s not just customer friction. There is employee friction, too. There is friction everywhere, and it may not necessarily go away. The key is to constantly make it smaller and smaller.<\/span>&#8221;\r\n<h3><strong>About:<\/strong><\/h3>\r\n<span data-contrast=\"none\">John Boccuzzi, Jr. is President of <\/span><a href=\"https:\/\/isg-one.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">ISG Research.<\/span><\/a><span data-contrast=\"none\"> Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk <\/span><i><span data-contrast=\"none\">\u201cI was Seduced by Exceptional Customer Service\u201d<\/span><\/i><span data-contrast=\"none\"> was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Shep Hyken<\/span><\/a> <span data-contrast=\"none\">is a customer service and experience expert, <\/span><i><span data-contrast=\"none\">New York Times <\/span><\/i><span data-contrast=\"none\">bestselling author, award-winning keynote speaker, and host of <\/span><a href=\"https:\/\/hyken.com\/topic\/podcast\/\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Amazing Business Radio<\/span><\/i><\/a><span data-contrast=\"none\">.<\/span>","protected":false},"excerpt":{"rendered":"<p>This episode of\u202fAmazing Business Radio with\u202fShep\u202fHyken\u202fanswers the following questions and more: What role does employee experience play in customer experience?\u00a0 Why is paying attention to market and competition crucial for businesses?\u00a0 How can companies improve employee experiences for better customer experiences?\u00a0 How can companies design experiences to enhance customer retention and acquisition?\u00a0 What is the [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":56840,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[5726,2479,5080],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Identifying and Eliminating 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