Establish escalation routes for customer journey friction reduction that work outside normal hours.
Designing Strategies to Reduce Friction Points in the Customer Journey
A structured, applied course in customer journey friction reduction — designed to be used the week you return.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Discounting solves a problem in customer journey friction reduction today and creates a larger one next quarter. Most disappointing results in friction reduction trace back to an audience defined too broadly. Practitioner evidence points the same way: this aspect of marketing and commercial practice improves fastest where responsibility for it is named and owned. The programme converts customer journey friction reduction from an area of general awareness into a set of repeatable practices. Participants take away a working set of documents supporting this strand of marketing and commercial practice, ready to be adapted internally. Moving friction reduction from written policy into daily practice is not achieved by a single decision. It is written for people who have to make customer journey friction reduction work with the resources they already have. Work is grounded in real cases drawn from friction reduction, which each participant adapts to conditions in their own organisation. Participants leave with a plan for this area of marketing and commercial practice sized to what their organisation can realistically absorb.
Expected Learning Outcomes
Review contracts and agreements for the obligations they create around friction reduction.
Define the audience for customer journey friction reduction precisely enough to exclude people.
Align marketing and sales handover within friction reduction so leads are not lost.
Prepare a short, evidence-based briefing on customer journey friction reduction for senior management.
Build the content that moves a buyer through friction reduction rather than merely informing them.
Handle objections in customer journey friction reduction without conceding position immediately.
Who Should Attend
Coordinators responsible for keeping records and documentation of customer journey friction reduction current.
Account managers responsible for retention within friction reduction.
Agency and consultancy staff supporting clients on customer journey friction reduction.
Staff seconded into improvement work on friction reduction.
Product managers whose proposition depends on customer journey friction reduction.
Commercial analysts measuring performance of friction reduction.
Course Modules
Customer journey friction reduction: audience definition and segmentation
2 sessions · 8 pointsSession 1Testing the message on customer journey friction reduction before spending
- Set objectives for customer journey friction reduction in revenue terms with a timeframe.
- Reduce the variation in how friction reduction is carried out between teams.
- Agree the smallest change to customer journey friction reduction that would be visibly useful.
- Build the content that answers the buyer's real question about friction reduction.
Session 2Choosing channels for friction reduction on evidence
- Design the retention action triggered when a customer of customer journey friction reduction goes quiet.
- Establish the boundary of friction reduction and record what sits outside it.
- Review whether short-term tactics on customer journey friction reduction are damaging the brand.
- Prepare the response for the most likely failure in friction reduction.
Friction reduction: qualification and pipeline discipline
2 sessions · 8 pointsSession 1Measuring friction reduction when attribution is imperfect
- Write the positioning claim for customer journey friction reduction and test whether a competitor could say it too.
- Define the handover point between marketing and sales in friction reduction.
- Remove steps in customer journey friction reduction that add effort without adding assurance.
- Set out the decisions in friction reduction that require sign-off and by whom.
Session 2The hard cases in friction reduction and how to reason about them
- Set the discount authority for customer journey friction reduction and require justification.
- Name a single owner for each element of friction reduction.
- Establish what evidence demonstrates customer journey friction reduction is under control.
- Document the sales process for friction reduction so a new joiner can follow it.
Friction reduction: pricing, value and discount control
2 sessions · 8 pointsSession 1Defining the audience for friction reduction narrowly enough to matter
- Confirm that those complying with customer journey friction reduction understand why it exists.
- Rank the weaknesses in friction reduction by consequence rather than by ease of fixing.
- Compare cost of acquisition against value in customer journey friction reduction.
- Build the internal briefing that explains friction reduction to those affected.
Session 2Comparing customer journey friction reduction with recognised practice
- Identify single points of dependency in customer journey friction reduction and reduce them.
- Select channels for friction reduction based on evidence, then cut the rest.
- Test creative for customer journey friction reduction at small scale before full commitment.
- Choose the next segment for friction reduction and state why it is next.
Friction reduction: positioning and the honest claim
2 sessions · 8 pointsSession 1Who answers for friction reduction, and to whom
- Build the report on customer journey friction reduction that answers whether to spend more or less.
- Identify the data already collected that bears on friction reduction.
- Map the handovers in customer journey friction reduction between functions and secure them.
- Script the three most common objections in friction reduction and the responses.
Session 2Protecting the brand while hitting targets on friction reduction
- Set out how exceptions to customer journey friction reduction are requested and approved.
- Confirm that contractual obligations around friction reduction are understood.
- Define qualification criteria that disqualify quickly in customer journey friction reduction.
- Map the decision journey for friction reduction and mark where the choice is actually made.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.