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 ...

1.1 What is friction? Take this everyday example: when a coffee mug rests on a flat table, the kinetic frictional force is zero. There is no force trying to move the mug across the table, so there is ...

Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s ...