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Full Product Details

Author:   Richard Hammond
Publisher:   Pearson Education Limited
Imprint:   Pearson Business
Dimensions:   Width: 15.50cm , Height: 1.00cm , Length: 23.50cm
Weight:   0.334kg
ISBN:  

9781292234946

ISBN 10:   1292234946
Pages:   216
Publication Date:   27 June 2019
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Part 1 How friction and reward are the keys to better customer experiences 1 What is friction and why does reward matter? 2 When stickiness went bad: how power shifted from sellers and vendors to customers and users 3 Unstick the customer journey for massive win Part 2 The friction/reward tool kit 4 Finding the rough and the smooth - friction/reward indexing 5 So this is how it's done 6 'We are a friction-reduction business now' 7 The psychology of switching - how to smash status quo bias Part 3 Frictionless futures 8 How to deal with the impact of technology on commercial relationships 9 The new language of friction-led marketing 10 The frictionless world - when everything is smooth and easy but in a good way Epilogue

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Author Information

Richard Hammond is a retailing expert, and Smart Circle is his problem-solving consultancy. Together with select subject-matter experts he tackles a wide range of retail challenges: from 'big idea' and format development to customer engagement and retail futurology. He is also the author of Smart Retail 4e.

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