The role of positive friction in a great customer journey

To deliver a great customer experience we need to meet two main objectives; the journey needs to be simple and quick, but it also needs to give the customer chances to stop, reflect and make informed financial decisions. If we strike the right balance, we’ll provide a great customer experience, underpinned by responsible and sustainable lending.

This is a delicate balance that Barclays Partner Finance have honed over many years; reducing the friction in customer journeys, complimented with a focus on targeted positive friction. It’s essential for any retailer or lender to really consider how they will deliver both parts of the customer journey. A great experience builds our mutual brands, and will help customers feel confident to repeat their purchases with our partners.

Click here to read our full report and find out more about how we’ve achieved this balance for our partners. 

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