Friction in a customer experience is bad. It kills conversions. It diminishes customer success. And it really lowers customer retention. But the reality is, everyday brands deliver experiences with friction in them. And that friction is heightened for consumers from underrepresented and underserved communities. In this episode, I walk you through the friction (and delight), real customers experienced as we audited customer experiences real brands are delivering right now on their websites, social media, and other marketing channels.
You can find the videos of all the customer reactions to the brands we reviewed here
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