Friction/Reward: Be your customer's first choice

This business book provides insights and techniques for leaders, middle managers, and entrepreneurs to create easier, faster, and improved customer experiences by reducing friction and increasing reward. It teaches how to understand, measure, and improve customer interactions, attract new customers, increase spend from existing ones, and gain a competitive advantage. Readers will learn how to apply practical tools and technologies to their own customer and user scenarios.

Format: Paperback / softback
Length: 216 pages
Publication date: 27 June 2019
Publisher: Pearson Education Limited

This comprehensive business book is a valuable resource for leaders, middle managers, and entrepreneurs across various sectors, including small business, entrepreneurship, marketing, strategy, branding, and customer experience. Its primary aim is to empower individuals to make it effortless for customers to choose their products or services, regardless of their industry. In today's landscape, where customers have an extensive range of options at their fingertips, the ease of purchase and the overall shopping experience have become crucial factors in their decision-making process.

To achieve this, the book delves into the concept of friction and reward in the buying scenario. Friction refers to the obstacles or frustrations that customers encounter during the purchasing process, such as complicated checkout processes, multiple clicks, or awkward presentations. On the other hand, reward encompasses the positive aspects of the buying experience, including quality customer support, exceptional retail environments, and emotional factors like trust and belonging.

Understanding the dynamics between friction and reward is essential for businesses to thrive in today's competitive market. By reducing friction and increasing reward, companies can create easier, faster, and improved customer experiences, which in turn attract new customers, increase spend from existing ones, and gain a competitive advantage.

The book provides valuable insights into how leading retailers, B2B sellers, and public service providers are leveraging these principles to achieve success. It offers practical techniques and strategies that businesses can apply to their customer interactions and organizations to enhance the overall customer experience. Readers will learn how to reduce friction by streamlining processes, simplifying communication, and providing a seamless user experience. They will also discover how to increase reward by delivering exceptional service, creating personalized experiences, and building strong customer relationships.

Furthermore, the book explores the value that different customers place on friction and reward across different buying scenarios. It helps businesses understand their target audience's preferences and tailor their offerings accordingly. By benchmarking against competitors and identifying areas for improvement, businesses can gain a competitive edge and position themselves as leaders in their industry.

In conclusion, this business book is a must-read for leaders, middle managers, and entrepreneurs who are committed to enhancing their customer experiences and driving business growth. By applying the techniques outlined in the book, individuals can create easier, faster, and improved customer experiences, attract new customers, increase spend from existing ones, and gain a competitive advantage. The insights provided in Friction Reward will empower businesses to thrive in today's fast-paced and ever-changing market.

Weight: 334g
Dimension: 235 x 155 x 10 (mm)
ISBN-13: 9781292234946