By Shep Hyken
JUNE 9, 2019 | ASCEND CURATED ARTICLE
“Your customers have been trained by companies like Amazon, Uber, and others that have disrupted their competition (and even entire industries) by creating a better customer experience (CX). That better CX is due to an experience that has less friction or hassle.”
In this article, Shep Hyken states that “the goal is to eliminate friction – to make things easier for the customer” and for your employees in order to provide better customer experience.
According to Mary Meeker’s annual internet report, internet usage continues to grow but social media usage has plateaued.