Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty.
 
Resources mentioned: 

Friction (book), by Roger Dooley
Perennial Seller (book), by Ryan Holiday
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)

 
Key takeaways (starts at 36:39):

Friction can cause problems for customers and breed disloyalty.
Put on your ‘Friction Goggles’ to identify pain points.
Don’t focus on delight, reduce friction to improve the experience.
The burden of effort is on CX professionals.

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

How to remove friction 

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Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different.
 
Resources and links:

https://ldkhealthcare.com.au/
https://www.linkedin.com/in/byroncannon/

 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

A radically different approach to the aged-care sector

Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

How Australia's leading pharmacy chain manages CX

Alana Parker is the Chief Marketing Officer at the Royal Freemasons'​ Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

What you can learn about CX from the aged care sector

Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

The secrets behind Flybuys' 25 years of success

Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of values, and how they manage to have a staff retention rate of 90%.
 
Connect with us:

Michael Momsen on LinkedIn

  This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

How to remove friction

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