{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/64455af7c9ba5a00116183b3/66613191d62b8d001241a2d1?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"Good Friction Is Good For Customer Experience","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/64455af7c9ba5a00116183b3/1717645492649-47f7b1919ba5df999fd3494b6e810b8b.jpeg?height=200","description":"<p>Friction, for lack of a better term, is good. In this solo episode, I riff on Gordon Gekko's famous \"Greed Is Good\" speech to explain why there is good friction in customer experiences, what makes it good, and how to distinguish between good and bad friction. </p><p><br></p><p>I also wrote about this for CMS Wire: <a href=\"https://www.cmswire.com/customer-experience/customer-experience-strategies-good-friction-is-great-for-cx/\" rel=\"noopener noreferrer\" target=\"_blank\">Friction Is Good For CX</a></p><p><br></p><p><a href=\"https://en.wikipedia.org/wiki/IKEA_effect\" rel=\"noopener noreferrer\" target=\"_blank\">The Ikea Effect</a></p><p><a href=\"https://www.psychologytoday.com/us/blog/inside-the-box/201401/creativity-lesson-betty-crocker\" rel=\"noopener noreferrer\" target=\"_blank\">Better Crocker Cake Mixes</a></p><p><br></p><p><a href=\"https://www.linkedin.com/in/samsternjones/\" rel=\"noopener noreferrer\" target=\"_blank\">Find me on LinkedIn</a></p><p><br></p><p>Thanks to my talented colleague <a href=\"https://www.linkedin.com/in/emilytolmer/\" rel=\"noopener noreferrer\" target=\"_blank\">Emily Tolmer</a> for the cover art. Thanks to my friends at <a href=\"https://open.spotify.com/artist/3iOTE1wiNOxzGcVJljC59r\" rel=\"noopener noreferrer\" target=\"_blank\">Moon Island </a>for the music.</p>","author_name":"Sam Stern"}