reducing friction with technology
TRANSCRIPT
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
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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
@ckamhaug
no.linkedin.com/in/ckamhaug
+47 90 25 51 68
ckamhaug