What is Friction?
Friction definition: friction, as it relates to marketing, refers to the potential sticking points in a customer journey.
Friction can be found at online touchpoints that require effort from the customer, like:
- Completing forms
- Downloading resources
- Making a purchase
- Navigating a website
When the “workload” at these touchpoints becomes too much, customers are likely to abandon the process and leave a brand’s website.
For example:
If a brand’s newsletter sign-up form asks for too much personal information, it could deter them from entering their information at all, resulting in a lost lead.
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