Friction/Reward : Be your customer's first choice (Paperback / softback) | Careers & Success | Careers & Success | Personal Development & Self-Help | Non-Fiction | Books | Makro Online Site
Welcome to Makro
Get the tailored Makro experience. Login for faster checkout, online order tracking and more.
Your Location:
Joburg North

Joburg NorthCurrent Location is set Joburg North by default.Tap on to change itX

FREE DELIVERY on all online orders over R500. Excludes business orders.
Friction/Reward : Be your customer's first choice (Paperback / softback) Product ID : 9781292234946
Friction/Reward : Be your customer's first choice (Paperback / softback)

R 29000

UCount rewards  2900
Available online only
In stock
5 - 7 working days

Online Exclusive

This product is exclusive to online shopping and may only be purchased and returned online as it is not stocked in-store.


This is supplied by BalaKuduPtyLtd and may result in additional delivery fees.

This business book is great for leaders, middle managers and entrepreneurs interested in the following categories; Small Business Entrepreneurship Marketing Strategy Branding Customer Experience Make it easy for customers to choose you; whatever your business, product or service. With customers now subconsciously weighing up their massively expanded options in terms of purchase friction (how easy it is to spend) and shopping reward (the extras inherent to the buying experience); your job is to make it easy for them to choose you When is high friction bad? Friction includes frustrations like putting a coin in a supermarket trolley lock, too many clicks, and hidden frictions from awkward presentation, process and offer. Reward includes quality of business support, amazing retail environments, even emotional issues such as trust and belonging. When is high friction good? What value do different customers place on friction and reward across different buying scenarios? How can I benchmark against competitors? And, where are the big opportunities and where should we focus effort and resource? How do I market improved experiences to win customers? Friction Reward teaches you how to understand, measure and improve every single possible customer interaction by applying techniques outlined in the book to your customer experiences and organisations. Readers will: Create easier, faster and improved customer experiences by reducing friction and increasing reward. Discover how reducing friction attracts new customers, increases spend from existing ones and gives you a competitive advantage. Understand how the world's leading retailers, B2B sellers and public service providers are winning using these insights. Learn how to apply practical tools and technologies to their own customer and user scenarios both online and in the physical world.

Product/Packaging Information
Product Weight
0.334 kg
Product Dimensions
235mm(L) x 155mm(W) x 10mm(H)
Shipping Weight
0.334 kg
Shipping Dimensions
235mm(L) x 155mm(W) x 10mm(H)