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What is Customer friction?

Definition and meaning of Customer friction:

Customer friction is a point in your customer journey where people stop or leave. It’s anything that gets in the way of a customer completing their purchase.

It can happen due to confusing website navigation, a lengthy checkout process, an error message, hesitation, or lack of trust.

Customer friction can impact the customer experience and your bottom line. So identifying and resolving friction in your funnel can help you offer a better experience.


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