Reduce friction to improve experience

In business, we’re always striving to improve efficiency. Efficient operations cost less money to run, are more productive, and reduce employee frustrations. The result of these components: A better member/customer experience.

You increase efficiency when you decrease friction. Friction can be found throughout your business model – internally with employees and externally with members/customers. Author Josh Kaufman explains friction, and offers these questions for businesses to consider:

  • Where can you identify wasted time, resources, and energy?
  • How can you eliminate this unnecessary friction?


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