Friction is a Tax on Your Growth

A slow-loading page, a clunky checkout, a recommendation that misses the mark. These small frustrations are no longer minor inconveniences; for 80% of your customers, just three of these 'bad experiences' are enough for them to walk away for good. In an era where AI is meant to be making everything smarter and faster, customer tolerance for any friction in the buying process is at an all-time low.

In this episode, Jordan sits down with Aarti from Done By Nine to unpack why a 'frictionless' customer journey is no longer a nice-to-have, but a critical foundation for growth in the AI era.

We'll explore the real cost of a clunky customer experience and why optimising this process is one of the most powerful moves you can make.

You'll learn the key friction points that are likely costing you customers right now, how to identify them in your own business, and the practical steps and tools you can use to create a seamless experience that not only keeps customers but turns them into advocates.

This isn't about a massive tech overhaul; it's about smart, strategic changes that will make you the easy choice for your ideal client.

Chapters and topics:

01:58 The Importance of Frictionless Customer Experience

03:14 Impact of AI on Customer Expectations

04:32 Personalisation and Consumer Behaviour

06:58 Speed and Convenience in Transactions

08:24 B2B vs B2C: Expectations and Challenges

10:29 AI Tools for Reducing Friction

14:23 Optimising Customer Experience with Data

16:51 Practical Steps to Audit and Improve Customer Journeys