YOU’RE FACING THIS CHALLENGE IF:
• You focus on making everything easier for customers • Your offering feels commoditized despite your efforts • Customers don’t value your difference enough • Engagement levels are high but commitment is low
THE BREAKTHROUGH PRINCIPLE:
Strategically preserve friction that creates meaning and value, while removing friction that only creates frustration.
START RIGHT NOW:
- Identify where removing all friction might be hurting value perception or commitment
- Determine one “valuable friction point” that could enhance your offering’s perceived worth
- Design an experience that uses this friction to create meaning
SUCCESS LOOKS LIKE:
Customers value your offering more because of selective challenges that create meaning, differentiation, and deeper commitment.
NEXT IN YOUR JOURNEY:
→ Delivery: D7 (Preserve Valuable Friction) → Customer Experience Revolution Pathway: Step 5 of 6
Implementation Workbook
Get the complete exercise system for USE STRATEGIC FRICTION (Card MA05) in the Master Workbook. Includes step-by-step exercises, diagnostic tools, and implementation frameworks specific to this Master strategy.
Note: The workbook contains exercises for all 100 strategies. Navigate to the section for Card MA05 to find the specific exercises for this strategy.