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.
FRICTION-The Untapped Force That Can Be Your Most Powerful Advantage
Description
Table of Contents
Introduction
Prologue: Engine of Disruption
1 The Friction Evangelist
2 Retail Disruption-Nineteenth and
Twentieth Centuries
3 Transportation Disruption
4 Digital Disruption
5 The Science of Friction
6 Decision Friction
7 Customer Experience and Friction
8 Technology Friction
9 Friction Within Your Business
10 A World of Friction
11 Bureaucrats and Red Tape Warriors
12 Taxes and Beyond
13 Habits and Productivity
14 Friction Design
15 Nonprofit Friction
16 Friction Everywhere
Conclusion: Go Forth and Find Friction
Appendix: The Persuasion Slide
Acknowledgments
Notes
Index
Author Description
Roger Dooley is one of the most most-recognized experts in the field of using science to improve marketing, sales, and other business disciplines. An ex-Fortune 1000 strategy executive, Dooley became a successful entrepreneur and direct marketer. He cofounded College Confidential, a web-based business geared to college-bound students and their parents that is became the busiest web property in that space, generating tens of millions of views each month. That business was sold to Hobsons, a unit of the UK-based Daily Mail Group, where Dooley served as VP of Digital Marketing.