What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.

Bite-Sized Delights From the Episode:

• How adding friction early in the customer experience can get customers to invest in the relationship.
• The keys to making a great introduction.
• A close look at how you can tap into the feedback loop that gets customers engaged.
• Why every industry needs to worry about disruption.

Are You Looking for Things We Referenced? * "This is Your Brain On Boarding: How to Turn Visitors Into Users" by Nir Eyal * "Adding Friction to Onboard Customers and Employees" by Robert Richman * Smarter CX by Oracle * The Oracle CX Assessment Tool