Stop the Madness! Three Examples of Why Friction Hurts CX
Customer Think
SEPTEMBER 4, 2024
Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it into my books1 and three more stories arrived in the last few weeks. Each one describes how friction irritates customers […]
Let's personalize your content