FRICTION-The Untapped Force That Can Be Your Most Powerful Advantage - Roger Dooley - Bog

Boost profits and growth by reducing "friction" in every customer interaction
Amazon, Netflix, Google, and Uber all have one thing in common: They have built empires on making every interaction effortless for customers. In today's high-speed, customer-empowered world, speed and efficiency with which business transactions are made determine ultimate success or failure.
This groundbreaking guide makes the case that every business-and that includes yours!-can gain a competitive edge by reducing those points of friction that impede smooth business exchanges. Friction teaches you how to identify roadblocks, alter them for the benefit of both business and customer, and create positive, lasting change.