36: Removing Friction to Create an Exceptional Client Experience with Roger Dooley

<p>You wouldn’t purposely frustrate your top clients. Yet, many of us inadvertently do just that. Today Dr. Sabrina and Mike are talking to author, Roger Dooley. Roger’s new book, Friction, highlights aspects of our client experience many of us overlook. Roger was the VIP keynote speaker at last year’s Breakthroughs on the Bayou, where he presented on Friction. In today's episode, Dr. Sabrina and Mike talk with Roger about the powerful questions we as business owners, and our teams can be asking to uncover and remove friction in our business that could be leading to thousands of dollars in lost revenue, as well as contributing to employee disengagement. So listen in now, and let Roger open your eyes to some areas in your business that may need your attention.<span class="Apple-converted-space"> </span></p> <p>Roger Dooley is an author and international keynote speaker. His books include Friction: The Untapped Force That Can Be Your Most Powerful Advantage, and Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing. He writes the popular blog Neuromarketing, as well as a column at Forbes.com. He is the founder of Dooley Direct, a consultancy, and co-founded College Confidential, the leading college-bound website. He has been a serial entrepreneur since he left a senior strategy position at a Fortune 1000 company to enter the then nascent computer market. Tune in today, to find out what Roger has to share about making things easier for your clients or customers.</p> <p><strong>Show Highlights:</strong></p> <ul> <li>Roger saw that eliminating friction was one of the easiest ways to change people's behavior.</li> <li>Roger discovered that friction really influenced every aspect of human behavior. And that people's performance in organizations was also driven by friction.</li> <li>Dr. Sabrina talks about a challenge that so many entrepreneurs tend to face.</li> <li>Roger explains about some of the hidden elements of friction in the online space.</li> <li>Companies are often oblivious to the horr