Our Customer Friction Factor℠ Assessment service is fast and comprehensive. You quickly see how your challenges compare to the industry and get actionable steps to improve customer experience with quantifiable value to your business. We take a broad view of the customer and look at transactions, which can occur online, over the phone, or in person, and tailor the analysis to your specific industry and target demographics.
Our Customer Friction Factor services give you an outside-in understanding of any aspect of interaction that has a negative impact on the customers, employees or partners conducting business with your organization. That includes customer goals, causes of friction and a proactive evaluation
of how you’re doing. We can help you identify the root causes of customer friction, plot a roadmap and prioritize initiatives that will deliver the greatest improvements in customer experience, showing you a 360-degre customer journey, improvement opportunities and benchmarking tools.
And you will find and fix high-friction areas to deliver the type of pain-free service that delights customers while reducing internal costs. Ultimately, you will surpass customer expectations and deliver a positive, pain-free experience that keeps people coming back.