75 min listen
Roger Dooley: Friction and Engagement
ratings:
Length:
87 minutes
Released:
May 26, 2019
Format:
Podcast episode
Description
Roger Dooley is the author of Friction, his newest book that summarizes great examples of companies do good things to reduce friction for customers and some not-so-good things to increase friction. Roger is also the author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing.
He is the founder of Dooley Direct, a marketing consultancy, and frequent speaker on the topics of marketing and neuroscience. Roger even has ties to Carnegie Mellon as he earned his engineering degree there then went on to complete his MBA from the University of Tennessee.
In this episode, we discuss how friction in the customer experience impacts loyalty and corporate revenues. We also talked about how corporate leaders could help employees be more engaged by reducing nonsensical friction in their daily work lives – like useless paperwork or the doubling of forms and data between separate systems.
We groove on experiences we’ve had where friction negatively impacts a positive customer experience. And we discussed how long it’s been since we bought a CD.
Let us know: when was the last time YOU bought a CD?
Links
Roger Dooley: https://www.rogerdooley.com/
Follow Roger at @rogerdooley
William of Ockham, the Law of Least Effort: https://en.wikipedia.org/wiki/William_of_Ockham
Gartner Group: https://www.gartner.com/en
Brian Massey at Conversion Science: https://conversionsciences.com/author/bmassey/
Chater, Nick and Loewenstein, George F., The Under-Appreciated Drive for Sense-Making (April 20, 2015). https://ssrn.com/abstract=2596897
Teresa Amabile on The Progress Principle: http://progressprinciple.com/books/single/the_progress_principle
Four Drive Model: https://www.leadersbeacon.com/four-drive-model-new-theory-on-employee-motivation/
Joshi Story: http://customerthink.com/joshie_the_giraffe_a_remarkable_story_about_customer_delight/
Kurt Nelson: @motivationguru and https://www.linkedin.com/in/kurtwnelson/
Tim Houlihan: @THoulihan and https://www.linkedin.com/in/tim-houlihan-b-e/
Check out the Behavioral Grooves website: https://behavioralgrooves.com/
He is the founder of Dooley Direct, a marketing consultancy, and frequent speaker on the topics of marketing and neuroscience. Roger even has ties to Carnegie Mellon as he earned his engineering degree there then went on to complete his MBA from the University of Tennessee.
In this episode, we discuss how friction in the customer experience impacts loyalty and corporate revenues. We also talked about how corporate leaders could help employees be more engaged by reducing nonsensical friction in their daily work lives – like useless paperwork or the doubling of forms and data between separate systems.
We groove on experiences we’ve had where friction negatively impacts a positive customer experience. And we discussed how long it’s been since we bought a CD.
Let us know: when was the last time YOU bought a CD?
Links
Roger Dooley: https://www.rogerdooley.com/
Follow Roger at @rogerdooley
William of Ockham, the Law of Least Effort: https://en.wikipedia.org/wiki/William_of_Ockham
Gartner Group: https://www.gartner.com/en
Brian Massey at Conversion Science: https://conversionsciences.com/author/bmassey/
Chater, Nick and Loewenstein, George F., The Under-Appreciated Drive for Sense-Making (April 20, 2015). https://ssrn.com/abstract=2596897
Teresa Amabile on The Progress Principle: http://progressprinciple.com/books/single/the_progress_principle
Four Drive Model: https://www.leadersbeacon.com/four-drive-model-new-theory-on-employee-motivation/
Joshi Story: http://customerthink.com/joshie_the_giraffe_a_remarkable_story_about_customer_delight/
Kurt Nelson: @motivationguru and https://www.linkedin.com/in/kurtwnelson/
Tim Houlihan: @THoulihan and https://www.linkedin.com/in/tim-houlihan-b-e/
Check out the Behavioral Grooves website: https://behavioralgrooves.com/
Released:
May 26, 2019
Format:
Podcast episode
Titles in the series (100)
Applying the 4 Drive Model to Rewards & Recognition: Many firms use rewards and incentives to motivate their reps. However, it was only when a complete audit of all the rewards and recognition tools in place at a large pharmaceutical firm did the realization come that they were leaving motivational power o... by Behavioral Grooves Podcast