<b>One of our most popular episodes ever was our very first episode with Mike Shady, so we're bringing it back in celebration of our two-year anniversary to make sure everyone has a chance to hear this timeless gold from Mike - because every step up the customer loyalty ladder builds trust, but one misstep can send you crashing to the ground.<br /><br />Join hosts <a href="https://linkedin.com/in/chuck-moxley" target="_blank" rel="noreferrer noopener">Chuck Moxley</a> and <a href="https://linkedin.com/in/npaladino" target="_blank" rel="noreferrer noopener">Nick Paladino</a> as they revisit their debut episode featuring Mike Shady, former Senior VP of Online at Lowe's and 15-year Home Depot veteran. Now Chief Digital Officer at Staples, Mike shares hard-earned wisdom about creating frictionless experiences when digital and physical worlds collide. <br /><br />From appliance delivery disasters to JavaScript crashes that break add-to-cart buttons, this episode reveals why being your own customer is essential for identifying friction.<br /><br />Key Actionable Takeaways:</b><br /><ol><li>Be your own customer and shop your own site regularly - The easiest way to identify friction is to experience your customer journey firsthand, from purchase through delivery</li><li>Create different digital experiences for different customer segments - Pros shop completely differently than DIY customers and need tailored functionality like reorder capabilities and bulk purchasing tools</li><li>Build systems to catch problems before they impact customers - Thousands of things can go wrong with major e-commerce sites, so proactive monitoring and quick recovery capabilities are essential</li></ol><b>Want more tips and strategies about creating frictionless digital experiences? Subscribe to our newsletter!<br /><br /><a href="https://www.thefrictionlessexperience.com/frictionless/" target="_blank" rel="noreferrer noopener">https://www.thefrictionlessexperience.com/frictionless/</a><br /><br />Download the Black Friday/Cyber Monday eBook: <a href="http://bluetriangle.com/ebook" target="_blank" rel="noreferrer noopener">http://bluetriangle.com/ebook</a>Mike <br /><br />Shady's LinkedIn: <a href="https://www.linkedin.com/in/mike-shady/" target="_blank" rel="noreferrer noopener">https://www.linkedin.com/in/mike-shady/<br /><br /></a>Nick Paladino's LinkedIn:<a href="https://linkedin.com/in/npaladino" target="_blank" rel="noreferrer noopener"> https://linkedin.com/in/npaladino</a><br /><br />Chuck Moxley's LinkedIn:<a href="https://linkedin.com/in/chuck-moxley" target="_blank" rel="noreferrer noopener"> https://linkedin.com/in/chuck-moxley</a><br /><br />Chapters:<br />(00:00) Introduction<br />(03:00) Mike's background at Lowe's, Home Depot, and customer-first mentality(<br />06:00) Defining site aesthetics and the importance of functionality<br />(09:00) Being your own customer - The power of shopping your own site<br />(12:00) The customer loyalty ladder analogy - Higher climbs mean harder falls<br />(15:00) Creating separate experiences for pros vs DIY customers<br />(17:00) Measuring impact when all five friction forces are changing<br />(20:00) Real-world example - When releases look great but break checkout<br />(24:00) Success story - Finding and fixing friction that was hiding products<br />(26:00) What companies get wrong - Thinking they know best without testing<br />(28:00) The importance of using customer terminology, not vendor jargon<br />(32:00) Visual search solutions and vocabulary challenges<br />(36:00) JavaScript crash example and site reliability engineering<br />(38:00) Proactive friction identification and conversion funnel improvements<br />(41:00) Common misconceptions about knowing what customers want<br />(43:00) Vendor terminology vs customer language challenges<br />(46:00) Final thoughts on customer focus and being ready for problems<br />(48:00) Conclusion</b>

The Frictionless Experience

Blue Triangle

Former Lowe's VP Reveals the Million $ Mistakes Killing Your Website Conversion with Mike Shady

SEP 29, 202552 MIN
The Frictionless Experience

Former Lowe's VP Reveals the Million $ Mistakes Killing Your Website Conversion with Mike Shady

SEP 29, 202552 MIN

Description

<b>One of our most popular episodes ever was our very first episode with Mike Shady, so we're bringing it back in celebration of our two-year anniversary to make sure everyone has a chance to hear this timeless gold from Mike - because every step up the customer loyalty ladder builds trust, but one misstep can send you crashing to the ground.<br /><br />Join hosts <a href="https://linkedin.com/in/chuck-moxley" target="_blank" rel="noreferrer noopener">Chuck Moxley</a> and <a href="https://linkedin.com/in/npaladino" target="_blank" rel="noreferrer noopener">Nick Paladino</a> as they revisit their debut episode featuring Mike Shady, former Senior VP of Online at Lowe's and 15-year Home Depot veteran. Now Chief Digital Officer at Staples, Mike shares hard-earned wisdom about creating frictionless experiences when digital and physical worlds collide. <br /><br />From appliance delivery disasters to JavaScript crashes that break add-to-cart buttons, this episode reveals why being your own customer is essential for identifying friction.<br /><br />Key Actionable Takeaways:</b><br /><ol><li>Be your own customer and shop your own site regularly - The easiest way to identify friction is to experience your customer journey firsthand, from purchase through delivery</li><li>Create different digital experiences for different customer segments - Pros shop completely differently than DIY customers and need tailored functionality like reorder capabilities and bulk purchasing tools</li><li>Build systems to catch problems before they impact customers - Thousands of things can go wrong with major e-commerce sites, so proactive monitoring and quick recovery capabilities are essential</li></ol><b>Want more tips and strategies about creating frictionless digital experiences? Subscribe to our newsletter!<br /><br /><a href="https://www.thefrictionlessexperience.com/frictionless/" target="_blank" rel="noreferrer noopener">https://www.thefrictionlessexperience.com/frictionless/</a><br /><br />Download the Black Friday/Cyber Monday eBook: <a href="http://bluetriangle.com/ebook" target="_blank" rel="noreferrer noopener">http://bluetriangle.com/ebook</a>Mike <br /><br />Shady's LinkedIn: <a href="https://www.linkedin.com/in/mike-shady/" target="_blank" rel="noreferrer noopener">https://www.linkedin.com/in/mike-shady/<br /><br /></a>Nick Paladino's LinkedIn:<a href="https://linkedin.com/in/npaladino" target="_blank" rel="noreferrer noopener"> https://linkedin.com/in/npaladino</a><br /><br />Chuck Moxley's LinkedIn:<a href="https://linkedin.com/in/chuck-moxley" target="_blank" rel="noreferrer noopener"> https://linkedin.com/in/chuck-moxley</a><br /><br />Chapters:<br />(00:00) Introduction<br />(03:00) Mike's background at Lowe's, Home Depot, and customer-first mentality(<br />06:00) Defining site aesthetics and the importance of functionality<br />(09:00) Being your own customer - The power of shopping your own site<br />(12:00) The customer loyalty ladder analogy - Higher climbs mean harder falls<br />(15:00) Creating separate experiences for pros vs DIY customers<br />(17:00) Measuring impact when all five friction forces are changing<br />(20:00) Real-world example - When releases look great but break checkout<br />(24:00) Success story - Finding and fixing friction that was hiding products<br />(26:00) What companies get wrong - Thinking they know best without testing<br />(28:00) The importance of using customer terminology, not vendor jargon<br />(32:00) Visual search solutions and vocabulary challenges<br />(36:00) JavaScript crash example and site reliability engineering<br />(38:00) Proactive friction identification and conversion funnel improvements<br />(41:00) Common misconceptions about knowing what customers want<br />(43:00) Vendor terminology vs customer language challenges<br />(46:00) Final thoughts on customer focus and being ready for problems<br />(48:00) Conclusion</b>