The Hidden Cost of Friction — and Why It Matters

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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time not yet transcribed

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Recorded26 Feb 2026

Publisherfeed.podbean.com ↗

Handlerec:16175704

Show notes

Customer effort remains one of the strongest predictors of loyalty—and behavioral science continues to confirm it year after year. But effort isn’t just operational. It’s emotional. In this episode, we explore how customers experience friction when they’re forced to repeat themselves, navigate confusing steps, absorb internal issues, or use tools that don’t work together. While AI can reduce friction, it only delivers results when paired with thoughtful experience redesign. When humans and technology work in sync, interactions feel lighter, clearer, and more respectful. And when customer effort drops, loyalty grows. To learn more about Joseph, please contact him at josephmichelli.com/contact.

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