Want More Users? Create More Friction!
Everyone and their dog is obsessed with “removing friction” from the customer journey. It’s the battle cry of efficiency enthusiasts and “SaaS Guru’s” everywhere - reduce clicks, cut steps, automate everything.
But the truth is friction isn’t your enemy. Mindless friction is.
In a rush to streamline, software companies are erasing touchpoints, eliminating human connections, and turning their customer journey into a joyless, monotonous conveyor belt. And what’s the result? Sure, users might buy faster... but are they staying? Are they spending more? Are they turning into evangelists for your product?
If you’re gunning for higher . . .
