Listen in as we welcome back Craig Stoss, the Director of CX Transformation Delivery at PartnerHero, who offers a fresh perspective on enhancing customer experience with his innovative value-friction framework. Craig walks us through his theory, where he emphasizes the balance between the value customers seek when interacting with a company and the friction they experience in the process.
Tune in to our engaging discussion about personalization and on-demand services, where Craig explains how companies can use AI and other technologies to meet consumer expectations and reduce customer frustration. We also look at the potential benefits of giving customers choices in handling issues, and how analyzing customer behaviors and preferences can help identify areas for improvement. Learn about the art of value-based conversations, the incorporation of customer feedback into performance metrics, and much more!
Check out his full blog post on the topic titled: We Are All Measuring Customer Experience Wrong
Timestamps
(0:00:01) - Introduction and explanation of the Value-Friction Framework in customer experience metrics.
(0:11:48) - Discussing how to improve customer experience and value conversations using Craig Stoss' Value-Friction Framework.
(0:17:49) - How to optimize customer experience and reduce friction through the use of technology.
(0:28:26) - An in-depth look into improving customer experience through analysis.
(0:38:47) - Discussing how to improve customer experience with value and how to reduce friction in customer interactions.
(0:46:14) - Importance of personalization and on-demand services in improving customer experience.
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