After Kobe Bryant’s shocking death on Sunday, headlines started to circulate about Nike and how they were handling the sale of Kobe Bryant merchandise. Nike reported they had sold out of all of Bryant-related merchandise. When customers search for Bryant-related products, they are re-directed to a Kobe Bryant memorial page. The clarification came after sources claimed Nike had pulled its Bryant merchandise to limit profiteering from his death.
Friction is anything that slows customers down. Reducing friction often doesn’t involve huge changes. In many cases, it’s the small changes that remove friction and create a compelling customer experience. Roger shares the example of Amazon’s one-click ordering.
Brands with the strongest customer experiences don’t just let it happen—they are proactive and innovative to create forward-thinking customer solutions.
You might be surprised to hear that this week on Playboy’s website you won’t find nudes, but rather an article reading “Real Men Make Their Own Thanksgiving Pie Crust.” You will no longer find articles tweeted from their website with the hashtag #NSFW (meaning not safe for work). Playboy is now entirely safe for work...