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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: Friction in Customer Experience is Not Always a Bad Thing; Here's Why
Description: Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing.  Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial.  For example, when your bank uses two-factor authentication to ensure you are who you say you are. This friction enhances customers' feelings about an experience.  So, how do you know the difference? It depends on the co...