It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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continue reading
Контент предоставлен The Justin Brady Show and Justin Brady. Весь контент подкастов, включая эпизоды, графику и описания подкастов, загружается и предоставляется непосредственно компанией The Justin Brady Show and Justin Brady или ее партнером по платформе подкастов. Если вы считаете, что кто-то использует вашу работу, защищенную авторским правом, без вашего разрешения, вы можете выполнить процедуру, описанную здесь https://ru.player.fm/legal.
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Huh? Adding friction can heighten customer value explains Soon Yu.
Manage episode 317381036 series 2777949
Контент предоставлен The Justin Brady Show and Justin Brady. Весь контент подкастов, включая эпизоды, графику и описания подкастов, загружается и предоставляется непосредственно компанией The Justin Brady Show and Justin Brady или ее партнером по платформе подкастов. Если вы считаете, что кто-то использует вашу работу, защищенную авторским правом, без вашего разрешения, вы можете выполнить процедуру, описанную здесь https://ru.player.fm/legal.
Startups and large companies are making big moves to reduce friction in all its forms, but that might actually hurt the customer experience, explains Soon Yu, author of the forthcoming book Friction. He has concrete examples where adding more steps creates an affinity for your brand.
This clever customer strategy is why Betty Crocker boosted sales by adding work for their customers, why Hermès puts customers through hoops to acquire a Birkin Bag, and why Ben Franklin asked people for favors to improve relationships.
Check out Soon Yu's website here: https://soonyu.com
Go to the show notes page here: https://justinkbrady.com/notes/soon-yu-friction/
214 эпизодов
Поделиться
Manage episode 317381036 series 2777949
Контент предоставлен The Justin Brady Show and Justin Brady. Весь контент подкастов, включая эпизоды, графику и описания подкастов, загружается и предоставляется непосредственно компанией The Justin Brady Show and Justin Brady или ее партнером по платформе подкастов. Если вы считаете, что кто-то использует вашу работу, защищенную авторским правом, без вашего разрешения, вы можете выполнить процедуру, описанную здесь https://ru.player.fm/legal.
Startups and large companies are making big moves to reduce friction in all its forms, but that might actually hurt the customer experience, explains Soon Yu, author of the forthcoming book Friction. He has concrete examples where adding more steps creates an affinity for your brand.
This clever customer strategy is why Betty Crocker boosted sales by adding work for their customers, why Hermès puts customers through hoops to acquire a Birkin Bag, and why Ben Franklin asked people for favors to improve relationships.
Check out Soon Yu's website here: https://soonyu.com
Go to the show notes page here: https://justinkbrady.com/notes/soon-yu-friction/
214 эпизодов
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Похожие на The Justin Brady Show
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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