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

Tales from the sharp end #2: IKEA, memory and the peak-end rule

Last week I committed on Twitter to revisit IKEA’s customer experience. There’s nothing like encouragement to get you going so as IKEA’s twitter channel quite liked the idea, here goes… History time I’ve been an IKEA customer for nearly half my life (which makes me wonder if my house should look a bit more Scandinavian than … Continue reading Tales from the sharp end #2: IKEA, memory and the peak-end rule