Value and Friction woth Craig Stoss

We're measuring the customer experience wrong. Traditionally we use metrics that focus so much on how we handle the experience, but we don't measure the real value customers receive.

That's exactly what Craig Stoss, VP, Partnerships and Success at KODIF, joins me to talk through!

• What is friction in the customer experience?

• When is it acceptable?

• Where should we cut it out?

• And how can we maximize value for customers

• (and more)

Here is the original article that sparked the conversation, and is referenced throughout

Hope you enjoy!