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Coffee, Convenience and Conversion: Reducing Friction on Mobile Ordering Apps with Adam Candela (ex-Dunkin', Staples)

The Frictionless Experience

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Balancing Convenience and Profitability in Mobile Ordering

This chapter explores the tension between minimizing customer friction in mobile ordering and ensuring business profitability. Using the coffee industry as a backdrop, it highlights the importance of maintaining some friction to enhance upselling opportunities and encourage customer loyalty.

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