Customer Friction Factor Service

Evaluate friction within your customer’s experience for better business results

Services/ Digital Services/ Customer Engagement /Customer Friction Factor Service

Making the Case for Customer-Centric Transformation

Customer interactions can occur anywhere, at any time. And today’s customer expects a frictionless experience — without long hold times, repetitive questions or inconsistent processes. That’s why successful organizations are focused on removing friction from the customer experience — enabling their customers, employees and partners to quickly and easily accomplish their goals. We help improve customer experience by identifying the source and extent of your customer’s friction, and then creating a business and technology roadmap for improvement.

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.

Pinpoint, measure and mitigate customer friction wherever it hides within your customers’ experience – online, in store or over the phone.

Key Benefits

Quickly see how your customer experience challenges compare to others and gain insights for improvement.

Offering Details

Understand Friction

Get 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:

  • Customer goals
  • Causes of customer friction
  • Proactive evaluation

    Gain Insights

    Identify the root causes of customer friction, plot a roadmap and prioritize initiatives that will deliver the greatest improvements in customer experience:

    • 360 customer journey
    • Improvement Opportunities
    • Benchmarking

    Improve the Experience

    Find and fix high-friction areas to deliver the type of pain-free service that delights customers while reducing internal costs:

    • Surpass customer expectations
    • Contain internal costs
    • Deliver pain-free service