216. Idea: Understanding Friction in the Customer Experience

The customer experience impacts us all.  When you enter a store the journey begins. Everything from how you find the items you are looking for to the actual purchasing process, every step makes an impression on how you evaluate a business.  This reins true in the industrial manufacturing sector as well as the markets are more competitive than ever so any opportunity to remove friction should be capitalized.Paula Courtney knows the importance of a fluid customer experience and shares a ton of wisdom and insight on how to make a true impact.  She shares when customers make a decision to walk away versus when they will stick around even if the experience isn't perfect.A few of the areas that Paula unpacks that provide valuable insight are:Exposure of weaknesses Investments that move the needleSoliciting the right feedbackUnderstanding behavioral analytics The golden rule - follow the money!!At the end of the day the more you can arm your customers with information and foresight on what challenges you might have as a supplier. The better your customers will be and in that process you will build trust like no other.Grab something to take notes with as Paula is an absolute expert in the customer experience and she will shine a light on many areas we all need to understand better as we strive to provide superior customer experiences! Take action and remember to keep asking why! Guest: Paula Courtney - CEO & President at The Verde GroupWebsiteVerde Group BlogTwitterIndustry War Story Submission: Send us a DM!FacebookInstagramHost: Chris GraingerExecutive Producer: Adam SheetsPodcast Editor: Andi Thrower