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. 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 Today’s episode dips into a groundbreaking guide which makes the case that every business can gain a competitive edge by reducing the points of friction that impede smooth business exchanges. 

We will explore how to identify roadblocks, alter them for the benefit of both business and customer, create positive, lasting change, 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.

We welcome author of FRICTION: The Untapped Force That Can Be Your Most Powerful Advantage, Roger Dooley, welcome to the show