The Fine Line Between Frictionless and Pointless
The Fine Line Between Frictionless and Pointless In today’s world, the concept of frictionless experiences has been the hallmark of enhancing customer satisfaction. However, could there be a point where this pursuit of seamless interactions becomes counterproductive? Let’s delve into this… Finding Value in Effort The essence of an experience often lies in the effort we invest in it. When everything is effortlessly handed to us, do we truly appreciate it? Take, for instance, the evolution of music streaming services like Spotify. Initially, discovering new music felt like a treasure hunt, with each find holding immense value, read reviews, go to the shop ( ah la Fnac !), discuss with friends…However, as algorithms got smarter and recommendations flooded in, that sense of discovery got into the background. ...