Create Empathy, Trust And Loyalty With Intentional Friction
Customers don't view engagements with a brand as 'frictionless', or 'friction-full'. What matters is that the enterprise engages in accordance with the customer context and meets customers' desired outcomes. Removing friction pain points can ensure speed, ease, and convenience. But, organizations that add in thoughtful friction can forge trusting and empathetic relationships by delivering a successful outcome.
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In IDC's guide, learn why customer data can be used to create thoughtful friction brand interactions. If the perceived value of an interaction is greater than the expended effort…customers are happy.