Meaning ● Cognitive Friction, within the context of SMB growth strategies, refers to the mental resistance and effort required by customers or employees when interacting with a business’s processes, systems, or technologies. This includes difficulties encountered during the customer journey, such as navigating a website or understanding a new software implementation. It can significantly hinder the adoption of automated solutions if the user experience is not intuitive or requires excessive learning, thereby impeding operational efficiency and scalability, both critical to sustained SMB expansion. Removing such barriers through streamlined processes and user-friendly interfaces enhances customer satisfaction, boosts employee productivity, and supports the seamless integration of new technologies crucial for SMBs aiming to stay competitive. Failing to address this can result in abandoned sales, frustrated staff, and ultimately, a reduced capacity for achieving growth targets.
