Friction refers to any unnecessary effort that hinders people from completing tasks or making decisions.
Roger Dooley emphasizes that identifying and reducing friction in various processes can significantly improve customer experience, employee productivity, and overall business efficiency.
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These 18 key ideas from “Friction” by Roger Dooley provide a comprehensive guide to identifying, understanding, and reducing friction in various aspects of business, ultimately leading to improved customer satisfaction, employee productivity, and overall success.
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