Removing Frictions from Customer Journeys
 

Three steps to removing friction from customer journeys

Today’s busy customers value speed and convenience above almost everything else. When making a purchase, they don’t expect to have to jump through hoops or navigate obstacles. In short, modern customers don’t have time for friction – and when they encounter it, they’ll often abandon a purchase and shop elsewhere instead.

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Executive Summary

In short, modern customers don’t have time for friction – and when they encounter it, they’ll often abandon a purchase and shop elsewhere instead.

So how can companies best meet modern customer expectations for friction-free journeys? At Zühlke, this is a major focus of our Digital Services Innovation (DSI) solution, based on the understanding that, in order to remain relevant, build loyalty and encourage repeat business, companies must reduce time and effort for customers.

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Neil Morecraft

Neil Moorcroft

Managing Director Customer Solutions & Partner
Contact person for United Kingdom
Neil Moorcroft is a partner and a member of the Executive Board of Zuhlke UK. He is responsible for the successful delivery of all customer engagements and for the ongoing expansion of our offering portfolio. With over 25 years of experience in IT consulting, Neil’s passion is helping organisations create digital innovations with advanced technology.