Customer Engagement
Behavioral Tools for Cognitive Friction
Adressing Cognitive Friction
Understanding and managing cognitive friction is vital for designing effective experiences. Balancing challenges to stimulate engagement without overwhelming individuals, is key to growing optimal outcomes.
Beyond just the marketplace and consumer, in organizational contexts, recognizing cognitive friction in decision-making processes can also help improve workplace efficiency and employee satisfaction. This ultimately impacts on delivery to the end consumer. By acknowledging and addressing cognitive friction, brands can create environments that support positive human behavior and enhance overall engagement.
At the heart of the solution to create better engagement lies the need to understand and address points of cognitive friction.
Solutions at hand help to measure the effort (EAS), develop customer journey maps to enhance the experience (JUMP), aid in creating communications that strike the right chord with consumer mindsets (ME) and extract true insights (TruNorth).
Often processes and systems within organisations are overlooked, and these can ultimately hamper a smooth experience for consumers and become a cause of friction, and must be identified and addressed too (De-Sludge).
