What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions. Bite-Sized Delights From the Episode: How adding friction early in the customer experience can get customers to invest in the relationship. The keys to making a great introduction. A close look at how you can tap into the feedback loop that gets customers engaged. Why every industry needs to worry about disruption. Are You Looking for Things We Referenced? "This is Your Brain On Boarding: How to Turn Visitors Into Users" by Nir Eyal "Adding Friction to Onboard Customers and Employees" by Robert Richman Smarter CX by Oracle The Oracle CX Assessment Tool