What do frictionless experiences and the Loch Ness monster have in common?
This piece was published on the ZDNet column of my good friend, the renowned industry analyst, and the "Godfather of CRM", Paul Greenberg. Here is his introduction, and the link to the story is below.
Aarron Spinley is one of my favorite guest bloggers. Aside from his day job at SAP as a growth and innovation evangelist in the APAC region, he is one of the most insightful and gifted writers I've had the pleasure of running across. His voice is clear, his thinking clear, and his definition and direction are clear. So, the man is just outright clear.
This post is particularly important because it goes after the idea that a completely frictionless set of interactions is not necessarily the best thing -- because it doesn't rise to the level of a memorable experience. A curious thought, one that I haven't been giving any thought to until now, but one that he makes a genuinely cogent case for. So read and enjoy and listen and remember it.
Take it away, Mr. Spinley...