Friction, Business, Customers, Amazon, Trust

Summary

Have you ever tried to buy from a company … and couldn’t? We’ll look at that in our Thought of the Day. And in our interview segment, Roger Dooley will take that issue to a much, much deeper level and share wisdom based on his fantastic new book! That and more on today’s show.

Bob's Thought of the Day

We’ll explore:

A time when difficulty in the buying process … led to an unnecessary non-sale.
Why companies should be more concerned about serving their customers than serving their bureaucracy.

Interview with Roger Dooley

You’ll discover:

Roger’s approach of applying brain and behavioral science to real-world problems.
The definition of friction: “the unnecessary expenditure of effort to perform a task.”
Why friction has a much higher price than people realize.
That $4.6 trillion of merchandise was left in abandoned e-commerce shopping carts.
Two examples of Amazon’s efforts to reduce friction.
The strategy of finding a part of your market that has difficulty doing business with your competitors, and attacking there first.
What inhibits innovation and why it almost always comes from outside an industry.
How CarMax made the process of buying a used car easier for the customer and why they can charge higher prices than their competitors.
When friction can be positive.
The relationship between trust and friction.

Click to Tweet

The more #friction you see, the more you will continue to see because your brain is attuned to it. @rogerdooley #business
When you can make things easier, people will pay more. #business #friction
What is the relationship between trust and #friction? @rogerdooley reveals the answer in this episode.

Interview Links

RogerDooley.com

NeuroscienceMarketing.com

Brainy Marketing (Roger’s Forbes Column)

FRICTION: The Untapped Force That Can Be Your Most Powerful Advantage by Roger Dooley

Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing by Roger Dooley

Roger’s Podcast

Roger’s Blog

Hire Roger to Speak

Connect with Roger on Facebook

Connect with Roger on LinkedIn

Follow with Roger on Twitter