A Message. A Mantra. A Movement. Win with customers by becoming —
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Customer expectations are changing.
Quality is NO LONGER a competitive advantage! It’s merely the entry fee.
The research is clear: Frustration is at an all time high and customers are choosing Speed, Simplicity, Flexibility and Convenience.
Questions every organizational leader should be asking themselves:
How can we help our customers/clients get to what they want quickly and easily?
Do we have a process that guarantees first-call issue resolution?
What are we making customers do for themselves that we should/could be doing for them?
What in our business model/process/approach/policies might cause our customers to wonder or worry?
What requests are we saying “no” to that we might actually be able to accommodate?
In adding AI customer service options, what have we taken away from customers as a result?
NEW RESEARCH!
Asking customers how they feel is only part of the equation. Instead, we asked what are they likely to do when confronted with “friction.” The results are a wake-up call for anyone in business!
Download our FREE research report: The Frequency of Customer Friction 2026!
We offer a suite of services to help organizations and audiences uncover and correct the causes of customer friction.
Keynote Speaking
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Our Customer Experience work takes us around the world!
Working with clients and
presenting for enthusiastic audiences globally
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Now published worldwide!
Ridiculously Easy to Do Business With
Amazon best-seller, International Impact Book Award winner
Acclaimed worldwide!
With versions in English, Spanish,
Mandarin, Vietnamese, and Russian. Published the USA, Australia and India
