No matter how good you are at what you do, there is friction in your business. Friction that stands between your customers and what they want.
Where is that friction? And how much is it costing you?
Customer expectations around the availability, immediacy, and ease-of-use of what they purchase have never been higher. Maybe it’s our growing culture of instant gratification or all Amazon’s fault, but any steps in the customer’s journey that are perceived as less than....