reducing friction with technology

Reducing friction with technology

Christian Kamhaug @ckamhaugManager Group Communications

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FRICTION

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@ckamhaug

PAIN-POINTS

PAIN-POINTS

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REMOVEFRICTION

@ckamhaug

@ckamhaug

The best service is no service Bill Price & David

Jaffe

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THE SILENTTRAVELER

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

WHAT WAS THE MOSTPOPULAR SERVICE ATSAS?

SMS CHECK-IN

@ckamhaug

@ckamhaug

48 %91 %

@ckamhaug

Authorize meby giving me the tools and knowledge to make me able to solve challenges on my own

Value meby showing that you value that I use public transportation

Stop annoying meBy solving all the little issues i meet when I use public transportation

@ckamhaug

@ckamhaug

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

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

MOBILEFIRST

CHECK THECUSTOMERJOURNEY

QUIT ANNOYINGCUSTOMERS

READ MORE:

bit.ly/frictionCK

DOWNLOLAD SLIDES:

bit.ly/frictionslides

Christian Kamhaug

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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