The Untapped Force That Can Be Your Most Powerful Advantage
"Best Business Books of 2019”
"Top 10 Books of 2019"
―Shep Hyken, Forbes
"Best Customer Experience Books of 2019"
"With blinding insight, Friction offers takeaways that allow us, systematically, to recognize and reduce obstacles to success.”
―Robert B. Cialdini, Author of Influence and Pre-Suasion
Friction is a multi-trillion dollar problem. It frustrates customers, costing you sales, reducing loyalty, and creating negative word of mouth. Inside your organization, it destroys productivity, reduces employee engagement, and increases turnover. In Friction, you'll learn how to spot it, how to eliminate it, and occasionally even use it to your advantage.
- In 2016, $4.6 trillion of merchandise was left in abandoned e-commerce shopping carts.
- Every year, the U.S. economy loses $3 trillion dollars in productivity due to excess bureaucracy.
- Red tape and over-complicated licenses have contributed to China’s GDP exceeding India’s by $82 trillion over the span of just three decades.
If you’re a business leader, these statistics should give you nightmares.
This book will show you how to build friction awareness into your corporate culture, and how to build employee engagement at the same time you are increasing sales and customer loyalty.