Friction Reward 1/E ePUB

Level/Grade: Professional
Author(s): Hammond, R
ISBN: 9781292234953
License: Perpetual licence
File type: ePub
R225,00
R225,00
Make it easy for customers to choose you; whatever your business, product or service. With customers now subconsciously weighing up their massively expanded options in terms of purchase friction (how easy it is to spend) and shopping reward (the extras inherent to the buying experience); your job is to make it easy for them to choose you.

When is high friction bad? Friction includes frustrations like putting a coin in a supermarket trolley lock, too many clicks, and hidden frictions from awkward presentation, process and offer. Reward includes quality of business support, amazing retail environments, even emotional issues such as trust and belonging.

When is high friction good? What value do different customers place on friction and reward across different buying scenarios? How can I benchmark against competitors? And, where are the big opportunities and where should we focus effort and resource? How do I market improved experiences to win customers?

Readers will:
  • Create easier, faster and improved customer experiences by reducing friction and increasing reward;
  • Discover how reducing friction attracts new customers, increases spend from existing ones and gives you a competitive advantage;
  • Understand how the world's leading retailers, B2B sellers and public service providers are winning using these insights; and
  • Learn how to apply practical tools and technologies to their own customer and user scenarios both online and in the physical world.
Benefits of the ePUB format​ include:​
  • The ability to view on ​a ​desktop computer, notebook or tablet;
  • The ability to adjust fonts, rotate and flip pages, causing content to reflow to fit the device's screen giving the user a more flexible experience; and
  • The ability to take notes, highlight and bookmark.
Country South Africa
Product Type Text Book
Author(s) Hammond, R
Level/Grade Professional
Brand Not applicable
Imprint Pearson
ISBN 9781292234953
Licence Perpetual licence
File type ePub
Format ePUB3
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