6 tips to reduce friction points in customer relationships
Posted: Wed Jan 22, 2025 10:39 am
In this content, you will see:
What are friction points in customer relationships?
What are the causes of this friction?
Why reduce customer friction points?
Tips for reducing friction in customer service
Invest in omnichannel
Automation tools
Empower the team
Offer self-service
Mapping the customer journey
Collect feedback
Take the first step to retaining customers: understand the friction points in customer service
The overall customer experience with your brand is what line database whether or not they will continue to do business with you after their first purchase. This equation involves not only the quality of the product or service, but a set of factors ranging from the company's communication to customer service .
The Global Consumer Insights Survey , conducted by PwC, shows that 47% of consumers would not buy products from a particular brand again after a single negative experience.
Therefore, it is important to pay attention to the customer journey and avoid friction points — obstacles that hinder the fluidity of the experience, both during the purchase stage and during customer service.
Although most companies are concerned with offering an increasingly better consumer experience, many still end up neglecting this care in the after- sales period , especially during customer service.
Continue reading to learn how to reduce friction in your customer experience and generate more satisfaction. Check it out!
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What are friction points in customer relationships?
Friction points are terms used to refer to situations that cause a negative experience during the customer journey , such as slow page loading or having to explain the same problem several times during customer service.
These situations disrupt the fluidity of the experience, generating frustration and dissatisfaction, which can affect the consumer's perception of the brand as a whole.
Therefore, it is essential to identify these friction points and seek ways to reduce them, in order to prevent negative experiences from happening again. In practice, these friction points can hinder customer usability, becoming an obstacle to their satisfaction and loyalty .
What are the causes of this friction?
Ease, speed, convenience and security are some of the requirements that customers look for when purchasing or interacting with a company. In other words, they don't want to waste hours in a service line, much less take a long time to resolve a problem related to the product.
Among the main frictions with the customer during service, the following stand out:
Waiting time for service;
Problems with communication;
Bad customer service experience;
Dissatisfaction with the service provided;
Problems with payment deadlines.
Why reduce customer friction points?
With the advancement of digital transformation — accelerated since the beginning of the pandemic — consumption models have changed, and customer loyalty has become increasingly important.
By investing in this loyalty , it is possible to reduce the cost of acquisition per customer and increase the life cycle of a buyer . In addition, it increases the chances of them becoming brand advocates, bringing new consumers to your company.
Therefore, ensuring a good experience and reducing friction can be very advantageous for your brand. This way, you avoid dissatisfaction caused by friction points that tend to lead to customer loss.
What are friction points in customer relationships?
What are the causes of this friction?
Why reduce customer friction points?
Tips for reducing friction in customer service
Invest in omnichannel
Automation tools
Empower the team
Offer self-service
Mapping the customer journey
Collect feedback
Take the first step to retaining customers: understand the friction points in customer service
The overall customer experience with your brand is what line database whether or not they will continue to do business with you after their first purchase. This equation involves not only the quality of the product or service, but a set of factors ranging from the company's communication to customer service .
The Global Consumer Insights Survey , conducted by PwC, shows that 47% of consumers would not buy products from a particular brand again after a single negative experience.
Therefore, it is important to pay attention to the customer journey and avoid friction points — obstacles that hinder the fluidity of the experience, both during the purchase stage and during customer service.
Although most companies are concerned with offering an increasingly better consumer experience, many still end up neglecting this care in the after- sales period , especially during customer service.
Continue reading to learn how to reduce friction in your customer experience and generate more satisfaction. Check it out!
banner-blog-kit-management
What are friction points in customer relationships?
Friction points are terms used to refer to situations that cause a negative experience during the customer journey , such as slow page loading or having to explain the same problem several times during customer service.
These situations disrupt the fluidity of the experience, generating frustration and dissatisfaction, which can affect the consumer's perception of the brand as a whole.
Therefore, it is essential to identify these friction points and seek ways to reduce them, in order to prevent negative experiences from happening again. In practice, these friction points can hinder customer usability, becoming an obstacle to their satisfaction and loyalty .
What are the causes of this friction?
Ease, speed, convenience and security are some of the requirements that customers look for when purchasing or interacting with a company. In other words, they don't want to waste hours in a service line, much less take a long time to resolve a problem related to the product.
Among the main frictions with the customer during service, the following stand out:
Waiting time for service;
Problems with communication;
Bad customer service experience;
Dissatisfaction with the service provided;
Problems with payment deadlines.
Why reduce customer friction points?
With the advancement of digital transformation — accelerated since the beginning of the pandemic — consumption models have changed, and customer loyalty has become increasingly important.
By investing in this loyalty , it is possible to reduce the cost of acquisition per customer and increase the life cycle of a buyer . In addition, it increases the chances of them becoming brand advocates, bringing new consumers to your company.
Therefore, ensuring a good experience and reducing friction can be very advantageous for your brand. This way, you avoid dissatisfaction caused by friction points that tend to lead to customer loss.