Customer effort is both the most important and the most overlooked factor in building true customer loyalty. Unnecessary effort, a.k.a. friction, is particularly damaging. Starting a friction log will ...

Space to play or pause, M to mute, left and right arrows to seek, up and down arrows for volume. Friction is a force that exists when two surfaces rub up against each other. For example, this cup on ...

Friction is the force between two surfaces that are sliding, or trying to slide, across each other. For example, when you try to push a book along the floor, friction makes this difficult. Friction ...