The Frictionless Experience
Coffee, Convenience and Conversion: Reducing Friction on Mobile Ordering Apps with Adam Candela (ex-Dunkin', Staples)
Mar 10, 2025
Adam Candela, former Director of Digital Retail at Dunkin' Brands, shares insights on achieving frictionless digital experiences while maintaining profitability. He discusses how to balance user convenience with strategic friction points that can boost sales. The conversation digs into the challenges of mobile ordering technology, emphasizing the importance of understanding customer needs and fostering innovation through team collaboration. Adam also highlights the pitfalls of over-automation and the need for effective communication to enhance digital experiences.
41:52
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Quick takeaways
- Balancing customer convenience with profitability is crucial, as too much friction removal can limit opportunities for upselling.
- Encouraging a collaborative team environment fosters innovation and enhances problem-solving by valuing diverse perspectives and ideas.
Deep dives
The Importance of a Frictionless Experience
A frictionless experience is characterized by speed, thoroughness, and profitability, which fosters customer loyalty and encourages brand advocacy. Companies must strive to create digital interactions that are not only efficient but also profitable to achieve sustainable success. It is crucial to recognize that merely having a quick system may not address the underlying issues that lead to customer satisfaction and repeat business. Balancing ease of access with revenue generation is essential for long-term growth and customer retention.
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