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 ...

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 ...

It’s a moonless night. The wind howls outside. A door opens slowly, as if pushed by an invisible hand. “Cre-e-e-a-k.” That sound — a horror movie cliché — is the result of friction. A stealthier ...

Some months ago, I wrote about “Frictionless Learning”. The idea is that too many of us miss opportunities because we can’t get past the friction which we perceive or create in the process of trying ...