Link: The Secret to Memorable CX

But there is an enormous difference between removing friction, and removing ALL friction in customer experience strategies. The fact is that some friction is good friction. It calls our attention to key moments of an experience and makes them more memorable. This is not a conjecture. This is a scientific fact. Dopamine — the “feel-good hormone in our brain” — is at its highest level when we are unwrapping a chocolate, rather than when we are eating the chocolate. The time it takes to unwrap a chocolate enhances the experience of eating the chocolate. That is good friction in action. #


Yoooo, this is a quick note on a link that made me go, WTF? Find all past links here.