Friction Is Bad

Mostly Marketing with Matt Wilson

In the latest episode of Mostly Marketing with Matt Wilson, Matt is joined by special guest John Costanza to explore the critical role of friction in business interactions. The duo delves into how friction—any obstacle or hassle a customer encounters—can significantly impact customer retention and satisfaction.

Matt and John emphasize the importance of creating low-friction experiences, where interactions are smooth and seamless. They discuss how simple conveniences, like easy ordering and payment processes or quick customer service, are not just nice-to-haves but essential for keeping loyal customers. The conversation highlights the value of investing in solutions or services that remove friction from the customer journey, making it easier for businesses to meet their customer’s needs.

When businesses minimize friction for their customers, they not only enhance customer satisfaction but also build stronger, long-lasting relationships.

Mostly Marketing with Matt Wilson is a bi-weekly-ish podcast all about Marketing. Mostly. You can listen and download on any major podcast platform including Apple Podcasts, Google Podcasts, Spotify and Anchor. ‘Like’ us on Facebook @MostlyMarketingwithMattWilson and follow us on TikTok @mostlymarketingpodcast and while you’re at it, follow Matt on twitter @MarketingMattW.