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264: The Friction Tax: Are You Trapping Customers?
The Friction Tax: Are You Trapping Customers?
Signing up takes less than a minute. Canceling takes 45.
The cancellation button is buried. Customer support is difficult to reach. Returning a product requires multiple steps. A "retention specialist" keeps a customer on the phone until surrender feels easier than leaving.
That is more than poor customer service. It is the customer friction tax: the extra time, effort, confusion, and frustration customers must absorb because a company benefits from making it difficult to cancel, return, receive help, or leave.
In this episode of the Customer…
The skinny
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