This business book is great for leaders, middle managers and
entrepreneurs interested in the following categories:
- Small Business
- Entrepreneurship
- Marketing
- Strategy
- Branding
- Customer Experience
Make it easy for customers to choose you; whatever your business,
product or service.
With customers now subconsciously weighing up their massively expanded
options in terms of purchase friction (how easy it is to spend) and
shopping reward (the extras inherent to the buying experience); your
job is to make it easy for them to choose you
When is high friction bad? Friction includes frustrations like putting
a coin in a supermarket trolley lock, too many clicks, and hidden
frictions from awkward presentation, process and offer. Reward includes
quality of business support, amazing retail environments, even
emotional issues such as trust and belonging.
When is high friction good? What value do different customers place on
friction and reward across different buying scenarios? How can I
benchmark against competitors? And, where are the big opportunities and
where should we focus effort and resource? How do I market improved
experiences to win customers?
Friction Reward teaches you how to understand, measure and improve
every single possible customer interaction by applying techniques
outlined in the book to your customer experiences and organisations.
Readers will:
- Create easier, faster and improved customer experiences by
reducing friction and increasing reward.
- Discover how reducing friction attracts new customers, increases
spend from existing ones and gives you a competitive advantage.
- Understand how the world's leading retailers, B2B sellers and
public service providers are winning using these insights.
- Learn how to apply practical tools and technologies to their own
customer and user scenarios both online and in the physical world.
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