Eliminating friction in your customer experience

A thought-provoking Substack article argues, "We had overestimated the value of 'human relationships'. Turns out that a lot of what people called relationships was simply friction with a friendly face."

Where is the friction showing up in your customer experience? 

Interested in coaching or training on these topics for you or your team? We'd love to hear from you! Email Mike and Mark.

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