Shaving is boring? Not when you’re customer-obsessive

Photo by Christoffer Engström on Unsplash

The avid reader of these posts (and whoever you are, you’re keeping a low profile) may have noticed the odd, obscure music reference creeping in to the titles. I think this week I’ve found the most obscure one and you’ll have to read to the end to find out what it is. (Cheap trick, I know, but it’s slightly better than calling this post Five Reasons Why Shaving Is Not Boring.)

Tales from the sharp end #3

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Do you want friction with that? The limits of ‘frictionless’ experience

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.

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