EPISODE · May 7, 2026 · 1 MIN

The Hidden Cost of Friction

from Customer Experience University - Winning Loyalty & Engagement One Customer at a Time · host Dr. Joseph A. Michelli

Customer effort is the strongest predictor of brand loyalty, but we often look for friction in the wrong places. In this episode, we explore how internal siloes and fragmented tools create "drag" that kills emotional connection. Discover why the most successful leaders in 2026 focus on removing friction for their employees first, knowing it's the only way to deliver a seamless experience to the customer. To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.

Episode metadata supplied by the publisher feed · Published May 7, 2026

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What this episode covers

Internal misalignment is immediately visible to your customers. Learn why the most damaging brand friction starts behind the scenes and how to become a ”bridge” for your team.

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The Hidden Cost of Friction

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This episode is 1 minute long.

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This episode was published on May 7, 2026.

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