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3min chapter
Click, Tap, Fail: A Friction-Free Framework for Better CX
The Frictionless Experience
Understanding the Complete Customer Journey in Making a Purchase
This chapter discusses the significance of understanding the complete customer journey in the digital sales process, with examples such as furniture delivery routes and online chair purchases. It emphasizes the importance of addressing customer frustrations and needs to enhance the overall purchasing experience and retain business.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode