It’s a common cliché: the customer is King. But, with improving ‘customer experience’ and reducing ‘Customer Friction’ common global business priorities, the fight to secure customer loyalty remains a battle royal. Customer Friction is an intriguing concept. It’s a buzz-phrase with corporate grandeur and complexity, but one that’s easily resolved by common-sense solutions. Yet few companies recognise the most obvious solution of all: the telephone.
Customer Friction is the wasted time....