The question is not how to eliminate friction. The question is how to manage it so it becomes traction and traction becomes forward motion.

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 ...

You feel it in your gut the moment a guest slows down at the menu. The shoulders tighten. Eyes dart. That spark of curiosity ...

Today, everything is frictionless. Whether you’re parking your car, selling your home, hitting the drive-thru or drying your hair, there’s a company promising to save you time and eliminate any hassle ...

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences customers remember. Friction can be a good thing. Last holiday season, I bought ...