21
Executive Briefing
Deliver a Superior
Customer Experience
Customer interactions can occur
anywhere, at any time. And today's
customer expects a frictionless experience.
That's why successful organizations are
focused on removing friction from the
customer experience.
5 types of customer friction
1. Knowledge friction
Ex: Repetitive data entry requests
2. Engagement friction
Ex: Long call hold times
3. Process friction
Ex: Multiple channels required to
complete a single transaction
4. Technical friction
Ex: Long webpage load times or
confusing menus
5. Ecosystem friction
Ex: Shipment tracking information
not available
Learn more at: nttdataservices.com/customerfrictionfactor
3 ways to win over your customers
Despite the many ways your customers
can experience frustration when interacting
with your company, there are three proven
methods of getting back on track.
Adopt an outside-in approach
that makes a customer-first
and transaction-oriented point
of view possible.
Accurately define, document,
quantify and measure customer
experience data to determine
its meaning and value.
Take a collaborative approach
to accomplishing initiatives
in a timeframe that's fast
enough to deliver
relevant change.
