In this podcast episode, Roger Dooley chats with Matt Dixon, author of The JOLT Effect and founding partner of DCM Insights, about the concept of effortful experiences and the impact of customer …
Working Backwards with Colin Bryar
Colin Bryar joined Amazon in 1998—four years after its founding—and spent the next 12 years as part of the senior leadership team as the company grew from a domestic (US-only) seller of books to a …
A Quick Look at Friction with Roger Dooley
Roger Dooley is an author, international keynote speaker, founder of the consultancy Dooley Direct, and co-founder of College Confidential, the leading college-bound website. He writes the popular …
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About Your NO REPLY Emails | #FrictionHunter
In response to my call for examples of high-friction customer experiences, my friend and NMSBA founder Carla Nagel pointed out how annoying a customer service communication can be when it comes from a …
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Reduce Customer Effort to Build True Loyalty with Rick DeLisi
Rick DeLisi is the principal executive advisor for the Gartner Group, where he focuses on helping executives unlock the extraordinary potential of communication to solve business problems and …
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