Customer Experience | 5 MIN READ

Why Frictionless Customer Experience should be Your Next Organizational Objective?

Why is frictionless customer experience important for your brand? Read on this article to get your answers straight and also more on how to do so in the right way.

Simran Mohanty
Nov 15, 2021

Frictionless Customer Experience

Frictionless Customer Experience

You know for a fact that your customers have high expectations. They want you to produce your offerings that align with their desires and preferences. There goes a lot behind creating a good customer experience, one that not only retains customers for long but also makes them come back for your services. On that note, one of the greatest element of a stellar customer experience is reducing friction or having frictionless customer experience throughout their customer journey with your brand. Today, we will walk you through how to achieve a frictionless customer experience for your customers in no time.

Table of Contents

  • Why having frictionless customer experience is important for your business?
    1. Leads to re-purchase and customers tend to pay more for a great experience
    2. Fetches in more money for your business
    3. Leads to more impulsive buys
  • How to create a Frictionless Customer Experience for your customers?
    1. Know your customer touchpoints and pain points
    2. It is time to wear your analysis hat
    3. Assign roles and responsibilities through your team
    4. It is now time to execute your ideas

Why having frictionless customer experience is important for your business?

Leads to re-purchase and customers tend to pay more for a great experience

What customers really care about is meeting a customer experience that gives them what they want. Most of the customers today are willing to pay more for a service that is user-friendly and welcomes them with warmth. If they happen to see a service that is fast as well as efficient, coming back to purchase again and paying more is no big deal for them.

Fetches in more money for your business

The more you tend to invest in revamping customer experience, the better are the chances that the customers will come back to buy from you, thereby increasing your profit and overall sales. Even if you’re not a $1 billion company, you can still expect to see a marked increase in your earnings by investing more heavily into the customer experience.

Leads to more impulsive buys

When met with a personalized customer experience, a majority of customers tend to opt for impulsive purchases. You can always lessen friction in your customer journey by rendering your customers with high-quality as well as personalized content for your customers. This then reduces the need for them to look around your website or app and potentially look through lots of products that aren’t a good match for them.

How to create a Frictionless Customer Experience for your customers?

Know your customer touchpoints and pain points

The points through which you contact with your customers either via the signup process, customer onboarding, or purchasing process, are called as touchpoints. Additionally, it can come through a live chat, or a client testimonial, perhaps from a survey result or even from your contact page. One of the easiest ways of finding customer touchpoints in your business is by putting yourself in the shoes of your customers. This will give you a whole picture of what they expect from you. As this is the first step in creating a frictionless customer experience for your customers, make sure that you make the best of it.

It is time to wear your analysis hat

It is now time to delve into your analytics and prepare for a plan to reduce the friction points along the customer journey. Look into your analytics reports to know what are the pages where your customers are paying the highest attention to and pages where they are not. Also, explore what are the areas where they are spending more time and interest on. Once you do that, find out ways to render an omnichannel customer service to your users. They want to get their answers from whichever means they choose and at the earliest.

Assign roles and responsibilities through your team

Once you have analyzed through the customer touchpoints, identify who is responsible for each touchpoint. There should not be any discrepancies in allotting the requisite task to a certain member and ensuring that they give enough justice to the same. After completing this exercise, you can then create a plan, prioritizing the most important and least effective touchpoints first.

It is now time to execute your ideas

Now is the time to execute your plan for a frictionless customer experience. This is where you want to zero in on the highest priority parts of your plan and make sure that your implementation process starts at the earliest. Know that the best way to give your customers a frictionless customer experience is by being there for them whenever they wish to. For this, ensure that you give them enough time and attention and make yourselves available at their service. Additionally, start making the implementations in your product range. You want to revamp your product and services in a way that reaches to your customers in the right way and in the right direction.

Parting Thoughts

There is no certain time to start reducing the customer friction in their journey. The time is in fact, now. With customer experience tending to become the primary focus of most of the cutting-edge companies right now, it is more than necessary that you plan and execute your ideas in the right way. For all that matters, the love and support of the customer is something that you need in the end of the day.

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Originally Published November 15th, 2021, Updated November 15th, 2021

Simran Mohanty

Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her 'gift of the gab' to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.

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