Create a Friction-less Experience

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In this age when we are inundated with so many choices, and the ‘do-nothing’ choice is so attractive to many, it’s important to provide a friction-less experience in order to build mind-share and revenues.

  1. Being friction-less means knowing what you’re providing, and delivering it to those in need in a way that works for them.
  2. Provide a product or service which is both relevant and sustainable, both scalable and versatile, one that is configurable with many standardized elements.
  3. Everything end-to-end – from ordering to integration, from support to billing – should be easy, intuitive, seamless and elegant.
  4. Documentation should be freely and easily available. Support should be patient and understanding. User communities should be welcoming and helpful.
  5. Make the product or service available in modes most convenient to the customer – desktop, mobile, device, etc.
  6. Build a community of users who can connect to each other, and work together to help improve the offering.
  7. Allow this community of users to customize the product or service offering and provide feedback for desired future functionality.
  8. Track the right metrics, and know what the metrics mean about the needs of the customer, so you can deliver the experience they’re seeking.
  9. Be laser focused on the value-add of your product or service. Collaborate with partners for elements which are not part of that core offering, but make sure that your partners are delivering an exceptional frictionless experience.
  10. The bottom line is that the leaders and the product and service offering must provide a stellar service offering, and inspire trust and loyalty by consistently delivering results which customers define as exceptional.

Sounds easy and obvious right? But few are able to execute well on all elements. Maybe your offering will be one of those lucky few.

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