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Reducing friction with
technology
Christian Kamhaug @ckamhaug
Manager Group Communications
2
FRICTION
3
@ckamhaug
PAIN-POINTS
PAIN-POINTS
@ckamhaug
REMOVE
FRICTION
@ckamhaug
@ckamhaug
The best service is no service
Bill Price & David Jaffe
9
THE SILENT
TRAVELER
The silent traveler
• The modern traveler likes to do things herself
• She does her own research online
• She books her ow...
WHAT WAS THE MOST
POPULAR SERVICE AT
SAS?
SMS CHECK-IN
@ckamhaug
@ckamhaug
48 %
91 %
@ckamhaug
Authorize me
by giving me the tools and knowledge to
make me able to solve challenges on my
own
Value ...
@ckamhaug
@ckamhaug
IKEA – self-service tills
• Increased customer satisfaction
• Shorter percieved waiting times
• Higher employee satisfacti...
Uberification of the retail-experience
The Little Mermaid
I WANNA BE WHERE THE PEOPLE ARE
The winners in service and
retail will be the ones who
elliminate friction in the
customer journey
Christian Kamhaug
3 things you can do
tomorrow
MOBILE
FIRST
CHECK THE
CUSTOMER
JOURNEY
QUIT
ANNOYING
CUSTOMERS
READ MORE:
bit.ly/frictionCK
DOWNLOLAD SLIDES:
bit.ly/frictionslides
Christian Kamhaug
36
Manager Group Communications
& Social Media Jedi Master
Lindorff Group
 Christian.Kamhaug@Lindorff.c...
Reducing friction with technology
Reducing friction with technology
Reducing friction with technology
Reducing friction with technology
Reducing friction with technology
Reducing friction with technology
Reducing friction with technology
Reducing friction with technology
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Reducing friction with technology

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How smart companies are using technology to reduce the friction in the customer journey

Published in: Technology
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Reducing friction with technology

  1. 1. Reducing friction with technology Christian Kamhaug @ckamhaug Manager Group Communications
  2. 2. 2
  3. 3. FRICTION 3
  4. 4. @ckamhaug PAIN-POINTS
  5. 5. PAIN-POINTS @ckamhaug
  6. 6. REMOVE FRICTION
  7. 7. @ckamhaug
  8. 8. @ckamhaug
  9. 9. The best service is no service Bill Price & David Jaffe 9
  10. 10. THE SILENT TRAVELER
  11. 11. The silent traveler • The modern traveler likes to do things herself • She does her own research online • She books her own tickets online • She brings all her documentation on her mobile • She checks in online and uses automated bag-drop • She hates spending time checking out of the hotel • If she’s unhappy, she won’t tell you – but she will write about it on TripAdvisor
  12. 12. WHAT WAS THE MOST POPULAR SERVICE AT SAS?
  13. 13. SMS CHECK-IN
  14. 14. @ckamhaug
  15. 15. @ckamhaug
  16. 16. 48 % 91 % @ckamhaug Authorize me by giving me the tools and knowledge to make me able to solve challenges on my own Value me by showing that you value that I use public transportation Stop annoying me By solving all the little issues i meet when I use public transportation
  17. 17. @ckamhaug
  18. 18. @ckamhaug
  19. 19. IKEA – self-service tills • Increased customer satisfaction • Shorter percieved waiting times • Higher employee satisfaction • More floorwalkers • Hardly any changes in theft • 70 % of customers use self-service @ckamhaug
  20. 20. Uberification of the retail-experience
  21. 21. The Little Mermaid I WANNA BE WHERE THE PEOPLE ARE
  22. 22. The winners in service and retail will be the ones who elliminate friction in the customer journey Christian Kamhaug
  23. 23. 3 things you can do tomorrow
  24. 24. MOBILE FIRST
  25. 25. CHECK THE CUSTOMER JOURNEY
  26. 26. QUIT ANNOYING CUSTOMERS
  27. 27. READ MORE: bit.ly/frictionCK DOWNLOLAD SLIDES: bit.ly/frictionslides
  28. 28. Christian Kamhaug 36 Manager Group Communications & Social Media Jedi Master Lindorff Group  Christian.Kamhaug@Lindorff.com @ckamhaug no.linkedin.com/in/ckamhaug +47 90 25 51 68 ckamhaug

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