Reducing friction in customer journeys

Reducing Friction in Customer Journeys

A smooth customer journey is the difference between a curious shopper and a loyal customer. On TasteTXK, “friction” happens when locals encounter confusion, delays, or unnecessary steps while trying to engage with your storefront. Reducing friction makes it easier for shoppers to discover, claim, and redeem your offers—leading to higher conversions, better reviews, and stronger loyalty .

Why Reducing Friction Matters

• Increases Conversions: Customers are more likely to redeem offers when the process is simple.

• Improves Satisfaction: Fewer barriers mean better experiences and more positive reviews.

• Boosts Retention: Shoppers who enjoy hassle-free journeys are more likely to return.

• Strengthens Advocacy: Happy customers spread the word and bring in new business.

Common Friction Points

1. Unclear Offer Details
   
   

   • Confusing fine print, vague titles, or missing images.

   • Fix: Write concise, transparent descriptions and use high-quality photos .

2. Complex Redemption Rules
   
   

   • Too many restrictions or difficult voucher processes.

   • Fix: Train staff to redeem quickly, and keep fine print minimal (Training Staff to Redeem Vouchers)

3. Outdated Business Info
   
   

   • Wrong hours, incorrect address, or missing contact details.

   • Fix: Regularly update your storefront with accurate details (Adding Business Details)

4. Slow Response Times
   
   

   • Customers drop off when messages go unanswered.

   • Fix: Use in-app messages to reply promptly. (Sending In-App Messages)

5. Lack of Incentives
   
   

   • Offers without urgency or rewards get overlooked.

   • Fix: Add Points, set campaign limits, and use clear expiration dates .

Step 1: Simplify the Claim-to-Redemption Flow

• Keep offers clear and consistent (title, description, fine print).

• Limit voucher steps to claim → store in wallet → redeem in-person.

• Ensure staff can handle redemptions in under 30 seconds.

Step 2: Improve Storefront Navigation

• Use categories and tags that match how shoppers search .

• Keep cover photos uncluttered and recognizable.

• Organize offers so the most relevant or popular ones appear first.

Step 3: Communicate Proactively

• Send reminders for unredeemed vouchers before they expire.

• Message event RSVPs with check-in details.

• Thank customers after redemption to encourage repeat visits.

Step 4: Build Trust with Transparency

• Set fair campaign periods and limits (Setting Campaign Periods and Limits)

• Avoid “bait-and-switch” language—always honor your offers.

• Respond to reviews to show accountability. (Responding to Reviews)

Step 5: Track & Adjust

• Use your Analytics Dashboard to spot friction patterns:
  
  

  • High views but low claims → unclear value.

  • High claims but low redemptions → redemption barriers.

  • High redemptions but low repeat visits → need for better loyalty incentives.

Example Scenario

A salon posts “20% Off First Appointment” but uses a vague description and no gallery photos. Customers claim, but many don’t redeem because they’re unsure how to book.

Fixes:

• Add a gallery photo of the salon.

• Update description: “Book Mon–Fri by phone. Show voucher at check-in.”

• Train staff to confirm redemption during checkout.

Result: Redemption rate jumps from 25% → 70%.

Checklist

✅ Offers have clear titles, descriptions, and fine print

✅ Business details (location, hours, contact) are accurate

✅ Staff trained to redeem vouchers quickly

✅ In-app messages used to reduce customer confusion

✅ Points and limits used to create urgency and incentive

✅ Analytics reviewed weekly for friction indicators

Next Steps

• Audit your storefront monthly for clarity and accuracy.

• Use customer surveys to uncover friction points you may not see (Creating Surveys for Feedback)

• Pair friction reduction with engagement strategies (reviews, events, collaborations) to build stronger relationships.

✨ Remember: A friction-free journey makes shoppers feel valued. The easier it is to engage with your storefront, the more likely locals are to choose you again and again.