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February 9, 2015

I recently read an interesting article at LifeHealthPro called “Friction Kills the Customer Experience“.

And it brings up a very good point. There are many ways we agitate the customer relationship without realizing our fault. In the article, author Shep Hyken shares an example that happens to be one of my personal irritants “when we’re put on hold and transferred to someone else or when we have to repeat our complaint or problem to numerous customer service reps before receiving help.”

The article has me thinking about other examples you may overlook on a daily basis that are not well received by your customers.

Here are 10 friction moments I experienced in the past 7 days.

  1. Not posting your business hours
  2. Hold music being too loud
  3. A fast food restaurant running out of napkins
  4. 8 out of 24 televisions at the gym being consistently broken
  5. Staff grouped in conversation and failing to greet customers who enter the building
  6. A business that does not accept credit or debit cards
  7. No price on the item and no price checking station
  8. Having a “contact us” button on your website – that is not clickable
  9. Putting cans in the bag with my bananas
  10. Not having my prescription ready even though I arrived 30 minutes later than the time guaranteed

Believe me, I am sure there were many many more – these are just the experiences that came immediately to mind. And yes, every one of these moments altered my perception of each company in question.


When you focus your customer experience plan on the big stops along a customer’s journey – you fail to realize the impact smaller moments have on retention and ultimately your bottom line. ~ Dr. Linette Montae