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Friction/Reward: Be your customer's first choice
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Friction/Reward: Be your customer's first choice (Paperback)

£16.99
Usually despatched within 1 week.

Synopsis

This business book is great for leaders, middle managers and entrepreneurs interested in the following categories;











Small Business

Entrepreneurship

Marketing

Strategy

Branding

Customer Experience



Make it easy for customers to choose you; whatever your business, product or service.



With customers now subconsciously weighing up their massively expanded options in terms of purchase friction (how easy it is to spend) and shopping reward (the extras inherent to the buying experience); your job is to make it easy for them to choose you



When is high friction bad? Friction includes frustrations like putting a coin in a supermarket trolley lock, too many clicks, and hidden frictions from awkward presentation, process and offer. Reward includes quality of business support, amazing retail environments, even emotional issues such as trust and belonging.



When is high friction good? What value do different customers place on friction and reward across different buying scenarios? How can I benchmark against competitors? And, where are the big opportunities and where should we focus effort and resource? How do I market improved experiences to win customers?



Friction Reward teaches you how to understand, measure and improve every single possible customer interaction by applying techniques outlined in the book to your customer experiences and organisations.



Readers will:







Create easier, faster and improved customer experiences by reducing friction and increasing reward.

Discover how reducing friction attracts new customers, increases spend from existing ones and gives you a competitive advantage.

Understand how the world's leading retailers, B2B sellers and public service providers are winning using these insights.

Learn how to apply practical tools and technologies to their own customer and user scenarios both online and in the physical world.

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.

More books by Richard Hammond

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Delivery

Delivery Options

All delivery times quoted are the average, and cannot be guaranteed. These should be added to the availability message time, to determine when the goods will arrive. During checkout we will give you a cumulative estimated date for delivery.

Location 1st Book Each additional book Average Delivery Time
UK Standard Delivery FREE FREE 3-7 Days
UK First Class £4.50 £1.00 1-2 Days
UK Courier £7.00 £1.00 1-2 Days
Western Europe** Courier £17.00 £3.00 2-3 Days
Western Europe** Airmail £5.00 £1.50 4-14 Days
USA / Canada Courier £20.00 £3.00 2-4 Days
USA / Canada Airmail £7.00 £3.00 4-14 Days
Rest of World Courier £22.50 £3.00 3-6 Days
Rest of World Airmail £8.00 £3.00 7-21 Days

** Includes Austria, Belgium, Denmark, France, Germany, Greece, Iceland, Irish Republic, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden and Switzerland.

Click and Collect is available for all our shops; collection times will vary depending on availability of items. Individual despatch times for each item will be given at checkout.

Special delivery items

A Year of Books Subscription Packages 

Delivery is free for the UK. Western Europe costs £60 for each 12 month subscription package purchased. For the Rest of the World the cost is £100 for each package purchased. All delivery costs are charged in advance at time of purchase. For more information please visit the A Year of Books page.

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Delivery Help & FAQs

Returns Information

If you are not completely satisfied with your purchase*, you may return it to us in its original condition with in 30 days of receiving your delivery or collection notification email for a refund. Except for damaged items or delivery issues the cost of return postage is borne by the buyer. Your statutory rights are not affected.

* For Exclusions and terms on damaged or delivery issues see Returns Help & FAQs

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