FRICTION—The Untapped Force That Can Be Your Most Powerful Advantage
by:
Roger Dooley
Summary:
The book explores how understanding and reducing friction can improve customer experiences, increase sales, and enhance overall company performance. It provides insights and strategies for identifying points of friction in business processes and customer interactions, and offers practical advice on how to create smoother, more efficient experiences to gain a competitive edge.
Key points:
1. Friction Everywhere: Friction slows down business and life, causing lost sales and dissatisfaction. Reducing friction improves success for customers and employees.
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