The ideal is to make buying from us easy for the customer. Yet, using friction as a deliberate tactic can help to avoid buyer’s remorse. If we use friction with careful consideration, we can create raving fans.
The CCO role benefits any scale up company with customer centricity as a key value. With many positive impacts on business outcomes as well.
The benefit of a total experience strategy, not just looking at the individual pieces of customer, user, and employee experiences, is that you build stronger robust digital experiences.
Reframing customer problems can refine our understanding of it. Make it stronger and more robust. It gives us a better foundation from which to generate solutions.
Seek to understand how your customers make strategic decisions. At the segment level. Then create those conditions in the customer journey for them to make and own decisions.
Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate solution spaces.