Stanford’s Bob Sutton and Huggy Rao on how to boost efficiency and satisfaction while also improving innovation and decision-making. Organizations too often subject their employees and customers to ...

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 ...