It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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continue reading
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Huh? Adding friction can heighten customer value explains Soon Yu.
Manage episode 317381036 series 2777949
Contenido proporcionado por The Justin Brady Show and Justin Brady. Todo el contenido del podcast, incluidos episodios, gráficos y descripciones de podcast, lo carga y proporciona directamente The Justin Brady Show and Justin Brady o su socio de plataforma de podcast. Si cree que alguien está utilizando su trabajo protegido por derechos de autor sin su permiso, puede seguir el proceso descrito aquí https://es.player.fm/legal.
Startups and large companies are making big moves to reduce friction in all its forms, but that might actually hurt the customer experience, explains Soon Yu, author of the forthcoming book Friction. He has concrete examples where adding more steps creates an affinity for your brand.
This clever customer strategy is why Betty Crocker boosted sales by adding work for their customers, why Hermès puts customers through hoops to acquire a Birkin Bag, and why Ben Franklin asked people for favors to improve relationships.
Check out Soon Yu's website here: https://soonyu.com
Go to the show notes page here: https://justinkbrady.com/notes/soon-yu-friction/
215 episodios
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Manage episode 317381036 series 2777949
Contenido proporcionado por The Justin Brady Show and Justin Brady. Todo el contenido del podcast, incluidos episodios, gráficos y descripciones de podcast, lo carga y proporciona directamente The Justin Brady Show and Justin Brady o su socio de plataforma de podcast. Si cree que alguien está utilizando su trabajo protegido por derechos de autor sin su permiso, puede seguir el proceso descrito aquí https://es.player.fm/legal.
Startups and large companies are making big moves to reduce friction in all its forms, but that might actually hurt the customer experience, explains Soon Yu, author of the forthcoming book Friction. He has concrete examples where adding more steps creates an affinity for your brand.
This clever customer strategy is why Betty Crocker boosted sales by adding work for their customers, why Hermès puts customers through hoops to acquire a Birkin Bag, and why Ben Franklin asked people for favors to improve relationships.
Check out Soon Yu's website here: https://soonyu.com
Go to the show notes page here: https://justinkbrady.com/notes/soon-yu-friction/
215 episodios
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Similar a The Justin Brady Show
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Best Business Podcast (Gold), British Podcast Awards 2023 How do you build a fully electric motorcycle with no compromises on performance? How can we truly experience what the virtual world feels like? What does it take to design the first commercially available flying car? And how do you build a lightsaber? These are some of the questions this podcast answers as we share the moments where digital transforms physical, and meet the brilliant minds behind some of the most innovative products a ...
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continue reading
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