Part 4: Remove the Friction
Our first three installments of our thought leadership series, Loyalty Iceberg: Creating Human-Centered Experiences, focused on more abstract customer expectations, that a brand Recognize Me, Understand Me and Embrace Me.
We now turn to a customer expectation that is a bit more tangible – removing the friction from the path to purchase. With nearly three-fourths of customers likely to switch brands if they find the purchasing process too difficult, it’s....