Over the long weekend, I read The Friction Project, a new book out from two of my favorite business school professors, Robert Sutton and Huggy Rao of Stanford. They spent seven years working with ...
The illusion of agreement produces disappointing action. Fitting-in congeals complacency. Conformity doesn’t keep the peace; it puts people to sleep. Constructive friction is a spark. Be dissatisfied ...
Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it ...
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