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The Frictionless Organization
book

The Frictionless Organization

by Bill Price, David Jaffe
June 2022
Intermediate to advanced content levelIntermediate to advanced
304 pages
7h 14m
English
Berrett-Koehler Publishers
Content preview from The Frictionless Organization

LEVERAGE 7

A pessimist sees the difficulty in every opportunity. An optimist sees the opportunity in every difficulty.

—Winston Churchill

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Image WHAT IS “LEVERAGE” AND WHY IS IT IMPORTANT?

The final strategic action is Leverage, and it addresses reasons that are valuable to the customer and valuable for the organization. By definition, every organization wants more Leverage contacts, should invest time in them, and may want to increase their frequency. Customers don’t see these contacts as friction because they value them, and the organization knows ...

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Publisher Resources

ISBN: 9781523000166