Following my earlier post on my experience with BT replacing my WiFi router (all gone well, the new router appears to be an improvement) I came across an interesting article from InnovationBubble on whether a frictionless service means a meaningless service and a less valuable relationship as a result.
To avoid wasting money investing in a frictionless service it’s worth understanding what it is your customers want – or more precisely, what outcome they are trying to achieve.